Technical Services Manager (f/m/d)

at  smart Automobile

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 ROLE:

The Manager Technical Services is responsible to ensure successful setup of After-Sales operations for Technical Support and Product Liability. Further he/she is responsible to ensure a quality Dealer Support via Retail Engagement Center and ensure a quick reaction of Flying doctors and Product Liability experts. The Manager Technical Services also ensures feedback to the Quality team to ensure a swift follow up of potential vehicle quality issues.

YOUR RESPONSIBILITIES:

• Management, motivation and development of staff under his/her supervision
• Providing guidance to enable concept development and implementation of European After-Sales subjects with focus on setting up seamless processes and continuously improve existing processes under the supervision of head of Service Operations
• Providing operational support for the European smart Network for smooth After –Sales Operations. Ensure availability of Tools for After-Sales Operations in Europe.
• Provision of internal communications in order to achieve the agreed targets/deliverables and to ensure proper implementation of decisions.

• Assurance of necessary training/coaching appropriate to the needs of individual employees and the tasks assigned to them is provided.

  Ramp Up Activity

• Develop solutions in a very dynamic environment between different cultures and mindsets

• Support the development and implementation of appropriate processes and tools for technical support and all relevant work packages
• Apply best practices coming from own experience and market competitors
• Integrate new After Sales processes and tools from smart Automobile in the existing Mercedes-Benz workshop reality.
• Lead the second level support team for the European smart Network for technical vehicle issues.
• Support Quality Department to analyse specific technical issues to ensure a faster problem solving process
• Develop and verify standard procedures and manuals for technical descriptions in the fields of Service Engineering, Technical Support and Warranty & Goodwill
• Lead the improvement process producing performance reports against agreed Key Performance Indicators (KPIs) as required
• Ensure lessons learned from technical issues are communicated across all product/customer platforms
• Ensure regular reporting on field issues as well as necessary escalations
• Support Customer Engagement Centre to develop support processes from Aftersales
• Organize onsite support for diagnosis and reporting within given KPI’s
• Liaise to stakeholders to ensure necessary documentation for technical troubleshooting is available for smart workshops as well as support teams
• Support to analyse technical field issues
• Align and ensure possible field actions with Quality Team & R&D
• Ensure the ability of all stakeholders in the technical support process to recognize potential product liability and market surveillance topics
• Provide technical information regarding technical compliance and Market Surveillance issues to QM
• Ensure swift reporting of potential product liability and market surveillance topics
• Steer a centralized first level support for all after sales relevant retailer questions
• Ensure quality dealer support via ticketing system for technical vehicles issues, process related questions and After
• Ensure swift handling of warranty claims, including pre-approvals and technical alignment activities
• Regular follow up on reporting of KPI’s with focus on continuous improvement of KPI’S, processes and dealer satisfaction.