After-sales Technical Support

il y a 6 heures

Paris, Île-de-France Zeekr International Temps plein

Job Summary

The After-sales Technical Support & Training Manager is responsible for leading the technical support and training functions within Geely's global after-sales network. This role oversees the diagnosis of complex technical issues, ensures efficient problem resolution, and develops comprehensive training programs to enhance service quality. The manager will collaborate closely with distributors, dealers, R&D, and quality teams to elevate the overall technical capability and customer satisfaction.

Key Responsibilities:

1.Technical Support Management

1)Lead the technical support team to provide timely and professional support to distributors and dealers.

2)Manage the resolution of critical and complex vehicle issues, including root cause analysis and escalation to R&D and Quality teams.

3)Oversee the development and release of technical information, including service bulletins, repair guidelines, and diagnostic procedures.

4)Monitor field technical cases and provide strategic insights to drive product and service improvements.

5)Support major service campaigns, recalls, and technical improvement initiatives.

2.Training Management

1)Develop and execute the annual technical training strategy for global or regional dealer networks.

2)Oversee the design, delivery, and continuous improvement of training programs for technicians, service advisors, and technical managers.

3)Ensure training content accuracy and alignment with new product technologies, EV systems, and diagnostic tools.

4)Evaluate training effectiveness, set certification standards, and manage technician competency development.

5)Manage training resources, including trainers, facilities, digital learning platforms, and training materials.

3.Field Operations & Dealer Network Support

1)Support strategic markets by offering on-site technical assistance, technical training, and capability enhancement.

2)Collect field feedback, identify recurring issues, and initiate corrective actions or technical campaigns.

3)Ensure consistent service quality and technical standards across all dealer networks.

Qualifications

1.Bachelor's degree or above in Automotive Engineering, Mechanical Engineering, or related fields.

2.5+ years of experience in automotive after-sales, technical support, or training;

3.Strong expertise in vehicle systems diagnosis, fault analysis, and service operations.

4.Experience with EV/HEV technologies and high-voltage system safety is preferred.

5.Excellent communication, and cross-cultural collaboration skills.

6.Fluent in English (written and spoken); additional languages are a plus.

7.Willingness to travel frequently domestically and internationally.

Preferred Skills

1.OEM after-sales management experience (global or regional).

2.Familiarity with digital training tools, LMS platforms, and e-learning development.

3.Strong analytical abilities and experience using data to improve service performance.

4.Customer-focused mindset and ability to manage multiple stakeholders.

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