Head Of After Sales & Charging Infrastructure

Hello everyone, our client EV company (2-wheels) is looking for Head of After Sales & Charging Infrastructure, this position will responsible to lead the Function After Sales / Service / Customer Care including parts operations, to deliver best in class service to customers.

Qualifications

• Self-driven & entrepreneurial
• Passion for E2W and strong customer service orientation
• At least 15 years experience in automotive after-sales area with minimum 5 years of managerial role.
• Financial skills to understand targets, outputs and revenue/margin where applicable
• Proven track record in delivering exceptional customer satisfaction for automotive business
• Knowledge of customer relationship management (CRM) systems application for after-sales
• Understanding of engineering of automotive/2W to lead/recruit aftersales technical team
• Knowledge of Indonesian 2W automotive industry landscape
• 10 years experience in commercial and/or operations management role
• Management of partner vendors (for aftersales, services, call centers, etc.)
• Warranty handling, gold-standard after-sales & service protocols
• Team leadership and coaching
• Knowledge of parts and inventory management
• Experience in network expansion and ecosystem building is a big plus
• Strong communication and negotiation skills across various stakeholder levels
• Hands on in developing and setting -up workshops, after-sales networks, and managing multiple outlets.
• After-sales & Service business planning

Responsibilities:

• Ensure availability and distribution of parts to both inhouse and partner service network
• Build a network of parts-shop to ensure company's parts availability.
• Secure permitting, sourcing and installation of charging stations network
• Responsible for building close relationships with customers throughout the customer journey
• Identify and build in-house service engineering capabilities needed to support aftersales queries and oversight to customer service and partner workshops
• Develop parts & accessories for company's bike, including customization options and aftermarket.
• End-to-end operation systems of the service centre: define and implement working procedures for company Service Center for both technical & non-technical customer service
• Responsible for ensuring timely and cost-efficient delivery of parts
• Work with B2B Fleet, VP M&S to identify locations and solutions to serve fleet customers and develop profitable business models for charging solutions
• Responsible for safety, operations and maintenance of the charging network
• Develop and maintain company technical competence and standard training covering the adequate competence profiles at company service interfaces
• Setup parts business as a supporting revenue for dealers
• Identify partner workshops to build company aftersales ecosystem; develop and maintain value proposition and relationships with partner workshops
• Responsible for capturing consumer feedback into practical insights
• Working with engineering/technical team to develop, provide and continuously improve standard training to ensure consumer satisfaction at partner service workshops
• Develop procedures and operational aspects of the distribution network