Automotive Aftersales Director
hace 2 días
Madrid
Our client, a leading automobile manufacturer, is recruiting for an Automotive Aftersales Director to join their business in Spain. Position Title: Automotive Aftersales Director Position Type Permanent Start Date: ASAP Location: Madrid, Spain Contact: Bianca Papa | +49(0)89238898673 Responsibilities 1. After-sales Strategy & System Building • Take full responsibility for the planning, establishment, and management of company Spain’s after-sales system and team;, • Develop and implement local after-sales strategies, phased objectives, and execution plans in line with overall company strategy and European market characteristics;, • Build a comprehensive after-sales operating system covering service, warranty, spare parts, technical support, and training;, • Establish and implement after-sales standards, processes, policies, and management mechanisms to ensure scalability and sustainability. 2. Operations Management & Target Achievement • Define annual after-sales objectives, key KPIs, and action plans, and continuously monitor execution results;, • Track the achievement of after-sales strategies and business targets, identify risks, and implement corrective actions;, • Provide regular reporting to management on after-sales performance, issues, and improvement initiatives. 3. Service Network Development & Localization • Plan, build, expand, evaluate, and manage after-sales service providers and service networks in line with business development;, • Design and promote the localization model for after-sales operations, progressively localizing people, processes, and resources;, • Ensure service network capabilities align with market expansion pace. 4. Spare Parts, Logistics & Service Assurance • Design and implement spare parts warehousing and logistics solutions to ensure service capability and parts availability;, • Optimize inventory structure, turnover efficiency, and service fulfillment rates while balancing cost and service quality;, • Ensure after-sales operations effectively support vehicle sales and customer delivery. 5. Technical Support, Warranty & Training System • Establish efficient technical support and warranty/claim management channels;, • Coordinate with HQ on technical issues, quality feedback, recalls, and service campaigns;, • Build a structured after-sales training system for internal teams and service network personnel;, • Continuously improve technical capability, repair quality, and first-time fix rates. 6. Customer Experience & Service Upgrade • Drive a customer-centric approach and plan proactive, human-oriented after-sales service models;, • Establish and manage customer satisfaction (CSI) and complaint handling mechanisms, including major and brand-sensitive cases;, • Continuously upgrade after-sales services to enhance customer loyalty and brand reputation. 7. Budgeting, Compliance & Cross-functional Collaboration • Prepare annual after-sales demand plans and budget requirements, ensuring effective cost and resource control;, • Ensure after-sales operations comply with Spanish and EU regulations, consumer protection laws, and internal policies;, • Work closely with Sales, Marketing, Logistics, Finance, and HQ teams to enable end-to-end business collaboration;, • Act as the key after-sales interface between HQ and the local organization. Requirements • Bachelor’s degree or above, preferably in Engineering, Automotive, or Business-related fields, • 10+ years of experience in automotive after-sales, including at least 5 years in a leadership or head-of-function role, • OEM or large automotive group experience is required; new energy / EV experience is a strong plus, • Experience in building or scaling after-sales systems (0–1 or expansion) in European markets is highly preferred, • In-depth knowledge of automotive after-sales operations, including service, warranty, spare parts, technical support, and network management, • Strong capability to drive strategies through execution, • Familiarity with after-sales systems such as DMS, warranty management systems, and technical platforms, • Strong analytical, problem-solving, and risk management skills, • Ability to balance customer experience, service quality, and cost efficiency, • Spanish: Native or business-fluent, • English: Business-fluent.