Manager Aftersales
il y a 2 semaines
**About Smart France**:
We are the brand for forward-thinkers. We celebrate challenging conventions and shaping the future of electric mobility. We focus on the essentials to bring perfection to customers. We make urban life more enjoyable and entertain our customers with new impulses.
Ever since smart exists, we rewrite the automotive industry’s rulebook. In the 1990s, we undermined the predominant philosophy of ‘bigger is better’ and designed a revolutionary car. Since 2020 we are the first car enterprise that switched to 100% electric We aim to transform into a leading player in urban premium, electric & connected mobility provider.
Are you a forward thinker too? **Then join us now**
**About the Job**:
As an Aftersales & Network Manager for our smart France entity located in Montigny-le-Bretonneux, France, you'll play a pivotal role in planning and steering the Aftersales & Customer Journey business within the defined contractual landscape between Mercedes-Benz AG, smart Europe GmbH, Mercedes-Benz France and smart Automobile France.
**Your Responsibilities**:
- You will have the opportunity to set up, coordinate and supervise all customer journey processes and aftersales business activities in coordination with HQ i.e warranty, goodwill, road side assistance etc.
- You will be the main point of contact for the workshops, customer engagement center (CEC) and Retail Engagement Center (REC) including the coordination of escalation cases (where applicable).
- You will be in charge of adapting the existing Aftersales processes to the requirements of the new business model with all corresponding stakeholders.
- You will support the EU homologation of our products and adaptation to French regulations in collaboration with our Homologation Service provider and R&D department of smart Europe (HQ).
- You’ll ensure a sustainable and customer-oriented smart retail network in close cooperation with the Network department at HQ as well as the France CEO and Sales Team.
- You will lead on the planning, coordination and follow-up of on-site audits and guideline definition of measurement in case of non-compliance.
- You will be responsible for the coordination of local training covering all functions (Service Advisors, Technicians, wider workshop staff etc...).
**What you bring along**:
- Bachelor’s or Masters’ degree in an Technical Engineering or related technical field or equivalent.
- 5+ years professional experience in the Automotive industry (ideally OEM).
- 4+ years of professional operative experience in the area of Aftersales with experience and understanding of DMS system solutions (preferably working with Electric Vehicles).
- Solid knowledge of processes in the different Aftersales major areas (Warranty, Spare parts, Technical Service, Market Management).
- Strong skills in negotiating and maintaining good relationship with investors/dealers/agents.
- Good knowledge in format development, contracting, auditing and dealer/agent margin systems.
- Experience in France or European Market management is important for this role
- Fluency in English and French is important (both written and verbal)
**Working at smart France**:
We're building a workplace where amazing people like you can do their best work. Together with us, you enjoy the agile working atmosphere with cross-European responsibilities.
We're creating a culture where personal and professional growth are as important as business growth. Together with us, you'll build a diverse and inclusive environment where you feel you belong to.
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