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Responsibilities:
- Oversee the implementation of market service standards and ensure consistent service quality management across all operations.
- Lead the execution of market service policies, ensuring successful implementation and compliance with company guidelines.
- Develop, manage and continuously improve the market customer care and development system to drive customer satisfaction and loyalty.
- Drive market service marketing initiatives, oversee service provider operations, and manage business performance to meet key service goals.
- Manage the development and optimization of after-sales services, including used car circulation and charging pile installation.
- Collect and analyze pricing data for spare parts, supplies, and labor hours, and establish competitive pricing strategies in alignment with headquarters’ requirements.
- Oversee the integration and deployment of digital service systems to enhance operational efficiency and service delivery.
- Lead the management of customer complaints, ensuring effective resolution and maintaining a high level of customer satisfaction.
- Coordinate after-sales training initiatives, ensuring alignment with market service standards and continuous professional development of the team.
Requirements:
- Hold a degree in Engineering or a related field with minimum of 5-7 years of experience in service management, preferably in a senior role within the automotive industry.
- Strong leadership and team management skills.
- Exceptional problem-solving abilities and technical expertise in automotive systems.
- Excellent communication skills for dealing with customers, suppliers, and internal teams.
- Proficiency in using service management software and diagnostic tools.
- Show strong organizational skills and the ability to manage multiple tasks efficiently.
- Have a solid understanding of service-related key performance indicators (KPIs) and the ability to measure and improve performance.
- Ability to work under pressure and meet deadlines.