Skill diminta
CommunicationCustomer ServiceTroubleshooting
Deskripsi
Job Description
- Manage and support authorized service centers and dealer service operations nationwide.
- Ensure service partners comply with company standards, policies, and customer care guidelines.
- Evaluate and improve service performance (turnaround time, service quality, first-time fix rate).
- Develop and implement programs to enhance customer service experience.
- Monitor customer feedback, complaints, and warranty claims to identify opportunities for service improvement.
- Drive customer retention through proactive service campaigns and EV-specific maintenance programs.
- Oversee warranty claim processes, approvals, and reporting.
- Provide technical support and troubleshooting guidance for complex EV-related issues.
- Ensure timely communication of technical bulletins, updates, and recall activities.
- Develop service policies, SOPs, and standards aligned with global EV brand requirements.
- Implement digital tools, diagnostic systems, and EV service infrastructure improvements.
- Monitor KPIs such as service revenue, parts usage, customer satisfaction index (CSI), and dealer performance.
- Lead, mentor, and develop the national service operations team.
- Organize training for dealer technicians and service advisors, especially in EV-specific systems.
- Build a culture of continuous improvement and service excellence.
- Job Requirements
- Minimum 3 years of experience in automotive aftersales/service operations, with at least 3 years
- Experience in managing dealer/service networks across multiple regions.
- Exposure to EV vehicles, battery systems, and charging infrastructure is highly preferred.