EMEA Service and Maintenance Lead

il y a 1 semaine

France, FR LiveWire Temps plein

At LiveWire we are pioneering the future of motorcycling by means of design, software, and experience. Success for this team is creating the most desirable electric motorcycle brand in the world. Operating like a start-up, we're seeking problem-solvers who can demonstrate leadership and be comfortable with hands-on work every day.



Job Summary

The role for the EMEA Service and Maintenance Lead will be oversee all Service and Maintenance (S&M) aspects of the brand in the region. This goes from defining, improving and overseeing S&M processes in collaboration with the US, defining technical onboarding processes for our new dealers and take care of our newly created network when it comes to onboarding and supporting. This position works directly with LiveWire Dealers as well as other internal LiveWire service functions. In this role, the lead will be responsible for developing and implementing service best practices and procedures to best support the dealer network within their required functions. They will also be responsible for educating and training the network when new service and warranty content is delivered.



Job Responsibilities

  • Managing and executing recall processes
  • Supporting EV dealers in diagnosing and resolving EV technical concerns
  • Creating and following up on Warranty policies & inquiries
  • Using TTR (time to resolution) and other standard best practice tools seek to find resolutions to

significant/ elevated product issues with dealers that will resolve customer complaints.

  • Find acceptable times/methods of response to technical assistance for our dealers and customers

product concerns.

  • Provide Customer and Dealer product information through the organization to effect resolution and customer satisfaction.
  • Provide clear and accurate documented information that supports consumer affairs incidents.
  • Perform pre- and post- litigation motorcycle inspections, work with customers and dealers to help resolve customer concerns with repeat warranty claims and/or excessive days out of service before a lawsuit is filed and identify whether aftermarket parts may be contributing to the conditions giving rise to the potential legal claim or lawsuit.
  • Supports targeted dealer training and dealer skill set improvement.
  • Shares knowledge and expertise by offering options and guidance to dealer staff for improvements in their operations and development.
  • Review’s warranty claims and approves for payment as required.
  • Keeps pace with claims processing technologies, procedures, and policies.
  • Continuously improve dealers' competency around warranty with minimal guidance
  • Commitment to gaining or improving the skills necessary to function and thrive in a team environment, supports Technical Service goals, delegates responsibilities and empowers team members to make
  • Technical as well as Goodwill decisions when appropriate
  • Develops and implements standardized processes and tools including benchmarking and motorcycle industry best practices.
  • Collaborates with key cross-functional stakeholders (service engineering, engineering, quality, manufacturing, & P&A to provide input, feedback and mutual support.
  • Impacts the team’s ability to achieve continuous Improvement through mentoring/coaching to drive best practice sharing.
  • Opening, Overseeing and closing service tickets in our CRM
  • Key contact point for our Parts and Accessories business (process lead owner for the region)
  • Overseeing Apparel process and fulfilment
  • Being the key contact person between Sales and Operations when it comes to parts inventory and moment from the US to EU and EU to the dealer



Education Requirements

Motorcycle Mechanic Institute Graduate preferred



Experience Requirements

  • Typically requires a minimum 5 years of related experience in a service function with knowledge of technical services, warranty, consumer affairs
  • Prefer experience equivalent to a master level technician.
  • Strong Analytical and problem-solving capabilities.
  • Ability to quickly adapt to change.
  • Strong communication skills both verbally and written.
  • SAP system knowledge
  • Basic understanding of motorcycles, service, repair, and culture.
  • Knowledge of Harley-Davidson Warranty Policies are desired.

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