Service Operations Specialist Full Time

Core Responsibilities:

1. After-sales Service Strategy Development: Develop after-sales service strategies tailored to European market characteristics, establishing service standards that meet or exceed local customer expectations while ensuring operational efficiency.

2. Service Network Development and Management: Expand and manage a network of authorized service centers and partners across European markets, establishing service level agreements (SLAs) and monitoring performance metrics.

3. Technical Training and Capability Building: Design and implement training programs for service personnel to ensure consistent quality in after-sales service delivery.

4. Spare Parts Planning and Logistics Management: Coordinate spare parts supply chain operations (including central warehouse), optimizing inventory levels to ensure parts availability while minimizing working capital requirements.

5. Customer Experience Optimization: Establish customer feedback mechanisms, analyze service satisfaction data, and drive improvement initiatives to enhance overall customer experience.

Job Requirements — UK:

1. Education: Bachelor’s degree or higher in Automotive Engineering, Mechanical Engineering, Business Administration, or related fields; technical certifications advantageous.

2. Work Experience: Minimum 5 years’ experience in automotive after-sales service or customer service operations, with at least 3 years in UK markets. Experience with new energy vehicle service operations preferred.

3. Language Proficiency: Fluent English as working language (Chinese is a plus).

4. Technical Knowledge: In-depth understanding of automotive systems, particularly electric vehicle technology, battery management systems, and intelligent cockpit features.

5. Regulatory Knowledge: Familiarity with European automotive regulations, warranty laws, consumer protection standards, and environmental requirements, with particular emphasis on UK regulations.

6. Additional Requirements: Strong problem-solving skills with ability to diagnose technical issues. Experience in service network development and partner management. Data-driven approach to service operations optimization. Customer-centric mindset with commitment to service excellence.

7. Willingness to business travel.