Service Management Manager

Role Overview:

AVATR is looking for a Service Management Manager (Europe) to join our growing team in Munich. This role will be fully responsible for formulating, implementing and optimizing the overall service strategy, service policies and service processes for the entire European region, overseeing the construction and operation of the European service network (including dealers, service centers and authorized service partners), ensuring the consistency and high quality of service standards across the region, improving customer satisfaction and brand loyalty, and laying a solid foundation for AVATR's long-term development in the European market.

What You Will Do:

• Overall Service Strategy & Policy Formulation: Develop the overall service strategy and phased implementation plans for the European region, formulate clear service policies (including after-sales service, maintenance service, customer complaint handling, warranty service, etc.), and adjust and optimize them in a timely manner according to market changes, customer needs and company development goals.
• Service Process Optimization: Design, sort out and continuously optimize the European service processes, including maintenance appointment, vehicle reception, maintenance execution, quality inspection, delivery, after-service follow-up, complaint handling and other links, improve service efficiency and standardization, and reduce service costs.
• Service Network Management: Oversee the construction, assessment and operation management of the European service network, including selecting and authorizing service partners, formulating service network construction standards and operation specifications, and regularly assessing the service quality and operational efficiency of service outlets to ensure the healthy development of the network.
• Service Quality Supervision: Establish and improve the European service quality supervision system, formulate service quality evaluation indicators, conduct regular service quality inspections and audits across the region, track and rectify existing problems, and ensure that service standards are effectively implemented.
• Customer Service Management: Coordinate the handling of major customer complaints and difficult service issues in the European region, establish a customer feedback mechanism, collect and analyse customer service needs and satisfaction data, and put forward targeted improvement measures to continuously improve customer experience.
• Cross-departmental Collaboration: Cooperate closely with sales, product, supply chain, R&D and other departments to coordinate resources, ensure the smooth connection between service work and product launch, sales promotion, spare parts supply and other links, and promote the integrated development of sales and service.
• Service Team Training & Support: Formulate the training system and plan for the European service team (including internal team and service partners' team), carry out professional training on service skills, service policies and processes, and provide daily operational support to improve the professional quality and service capability of the service team.
• Service Data Management & Analysis: Establish and improve the European service data management system, sort out and analyse service data (including service volume, service quality, customer satisfaction, complaint rate, etc.), form regular service reports, and provide data support for service strategy adjustment and decision-making.
• Compliance Management: Comply with EU and key national (Germany, France, Norway, etc.) after-sales service-related laws, regulations and industry standards, ensure that the entire service work (including policies, processes, operations) is carried out in compliance, and avoid legal and operational risks.

What You Will Bring:

• Bachelor's degree or above in Automotive Engineering, Service Management, Business Administration or related majors; master's degree is preferred.
• 3-5 years of relevant work experience in after-sales service management, service strategy planning or service network operation in the automotive industry (preferably new energy vehicles), with experience in the European market is a must.
• Profound understanding of the European automotive after-sales service market, familiar with European service policies, industry standards and customer service needs, and can formulate targeted service strategies and policies.
• Rich experience in service process optimization and service network management, able to effectively manage service partners and improve the overall service level of the network.
• Strong customer-oriented awareness, excellent problem-solving ability, able to effectively handle complex customer complaints and service issues.
• Excellent communication and coordination skills, able to cooperate effectively with cross-departmental teams, service partners and customers, and have good team management and leadership ability.
• Strong data sensitivity and analytical ability, proficient in using office software and service management systems for data statistics and analysis, able to extract effective information and put forward improvement suggestions.
• Familiar with EU and key national automotive after-sales service-related laws and regulations, ensuring compliance in service work.
• Fluent in English (both written and spoken); proficient in Chinese is a plus.
• Strong sense of responsibility and execution ability, proactive in work, able to work under pressure, and can continuously learn and adapt to market changes.

What We Offer:

• Competitive Salary: Reflecting your skills and experience.
• Hybrid Working: Flexibility to work both remotely and in the office.
• Health & Wellness: Access to the Wellhub Pass for your well-being.
• Employee Development: Learning opportunities and training programs to support your career growth.
• Transport Support: Deutschland ticket or fuel card.
• Meal Allowance: For lunch at the canteen.
• Gifts: Celebratory gifts for work anniversaries and Chinese New Year.
• Company Events: Regular team-building and social activities.
• Optional Company Pension Scheme: Available based on your needs.
• Inclusive Culture: A diverse, supportive environment where every voice is valued.