Technical Services Manager (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!

About the role:

The Manager Technical Services is responsible to ensure successful setup of After-Sales operations for Technical Support and Product Liability. Further the person in this role is responsible to ensure a quality Dealer Support via Retail Engagement Center and ensure a quick reaction of Flying doctors and Product Liability experts. The Manager Technical Services also ensures feedback to the Quality team to ensure a swift follow up of potential vehicle quality issues.

Your Responsibilities:

-             Providing guidance to enable concept development and implementation of European After-Sales subjects with focus on setting up seamless processes and continuously improve existing processes under the supervision of head of Service Operations

-             Management, motivation and development of staff

-             Providing operational support for the European smart Network for smooth After –Sales Operations. Ensure availability of Tools for After-Sales Operations in Europe

-             Provision of  internal communications in order 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

-             Develop solutions in a very dynamic environment between different cultures and mindsets

-             Support the development and implementation of appropriate processes and tools for technical support and all relevant work packages

-             Apply best practices coming from own experience and market competitors

-             Integrate new After Sales processes and tools from smart Automobile in the existing Mercedes-Benz workshop reality         

-             Lead the second level support team for the European smart Network for technical vehicle issues

-             Develop and verify standard procedures and manuals for technical descriptions in the fields of Service Engineering, Technical Support and Warranty & Goodwill

-             Lead the improvement process producing performance reports against agreed Key Performance Indicators (KPIs) as required

-             Ensure lessons learned from technical issues are communicated across all product/customer platforms

-             Ensure regular reporting on field issues as well as necessary escalations

-             Organize onsite support for diagnosis and reporting within given KPI’s

-             Liaise to stakeholders to ensure necessary documentation for technical troubleshooting is available for smart workshops as well as support teams        

-             Regular follow up on reporting of KPI’s with focus on continuous improvement of KPI’S, processes and dealer satisfaction.

What you bring along:

-             Bachelor / Master in engineering or comparable

-             Functional leadership e.g. projects or teams (3+ years)

-             Distinctive operative experience automotive After Sales  (5+ years)

-             Professional Experience (7+ years)

-             Preferably, experience with international and diverse cross-cultural environment ideally gained within the automotive sector (+3 years) 

-             Broad Knowledge of processes in After Sales

-             Automotive technical know-how, preferably with electrical vehicles

-             Strong Intercultural competence and willingness to interact in an international team

-             Fluent English

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 will build a diverse and inclusive environment where you feel you belong to.
 
We empower you to have ownership over work