Head of Service Engineering Operations (f/m/d)

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!

Your responsibilities:

Leadership & Management

• Hiring, management, motivation and development of team members
• Providing guidance and decisions to enable concept development and implementation of Service Engineering Operations.
• Setup yearly targets and KPI’s in line with company approved targets
• Provision of internal communications 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

Corporate development

• Design and implementation of governance, organizational setup and process landscape of service engineering operations function.
• Implementation and steering of multiple cross-functional interfaces incl. alignment and synthesis with executive level of other functional departments and stakeholders.
• Ability to identify risks and performance escalations with higher management.
• Planning, monitoring and accountability for budget yearly plan within service operations team.

Engineering Services

• Business ownership for main AS systems for service partners, from requirements definition to its support via REC.
• Development and consolidation of technical documentation content in close collaboration with smart Auto (e.g. repair manuals, field measures, labour times, etc.)
• Availability and improvement of customer documentation for EU markets (incl. REACH and rescue card)
• Ensure availability and implementation of RMI according to Block Exemption Regulation.

Battery lifecycle management

• Development and steering of Battery lifecycle management demands for EU markets.
• Ensure implementation and performance of HV battery repair strategy for all EU markets in cooperation with battery supplier, smart service partners, REC (Retail Engagement Centre) and repair partners.
• Oversee opportunities in terms of circular economy for HV batteries, including but not limited to efficient recycling solutions.

Vehicle diagnostics and connectivity services

• Implement and maintain OTA related processes in EU after official R&D releases.
• Ensure the availability of in car diagnostics solutions via a diagnosis tool from requirements to user support.
• Drive the implementation of remote data collections strategy to support Aftersales activities for remote diagnosis, preventive actions, customer behaviour, etc.

What you bring along:

Education

• University degree in Business Administration, Logistics or comparable degree, additional MBA is a plus.

Professional Experience

• Leadership experience on senior manager level of min. 5 years.
• International working experience in automotive of min. 2 years both in Europa and in China.
• Professional working experience in Aftersales of at least 10 years.
• Functional leadership, e.g. projects or teams, on the areas of parts business or market management

Konwledge/Functional Ecpertise

• Automotive technical Know-How, preferably with electrical vehicles
• Big data knwoledge application on customer journey and technical services
• Good understanding on IT projects/systems implementation and its business implications
• Familiar with collaborative working tools

Key Kompetencies/Soft Skills

• Strong leadership skills and high level of social competence, assertivenes and self-initiative
• Cross-cultural sensivity, interpersonal understanding 
• Excellent organization skills (ability to manage multiple tasks) as well as social organizational skills 
• Analythical and entrepeneurial thinking
• Higly motivated, assertive and flexible
• Very good English skills, ideally also fluent in a second european language
• Excellent verbal and written communication skills, including writing rutine reports and correspondence

We're building a workplace where amazing people like you can do their best work. Together with us, you enjoy the agile working atmosphere with cross-European responsibilities.

We're creating a culture where personal and professional growth are as important as business growth. Together with us, you'll build a diverse and inclusive environment where you feel you belong to.

We empower you to have ownership over work that directly impacts business. Together with us, you move fast and learn even faster; we emphasize on people and diversity. Due to our really diverse team, we expressly welcome applications from people with disabilities