The Company
We are Zeekr, built on a decade of European experience. We are a premium electric vehicle and technology solutions brand from Geely Holding Group, one of world’s largest automotive companies. Our goal and vision is to accelerate the shift to fully electrified mobility. We are committed to driving the future of transportation with cutting-edge technology and a customer-centric approach.
The role
As Aftersales Lead you will build and grow our after sales business at ZEEKR NSC in Sweden. Built strong relationships with our customers by offering outstanding service and guidance through the chain and involvement into product and service development. The After Sales Lead is a vital part of the Leadership team in Sweden to steer to next level, reports to the Head of Country and works closely with the respective teams from Zeekr Europe located nearby in Amsterdam.
This is what you will do:
- Lead the After Sales Team in the NSC.
- Build and Strengthen Relationships: Foster and maintain strong relationships with the aftersales teams within our network across the country. Collaborate to ensure alignment with our after-sales service standards and customer satisfaction goals.
- Implement and monitor the implementation of the after-sales strategies developed and delivered by Zeekr Service Network Development, with the aim of improving customer satisfaction, customer experience, loyalty and retention. Encourage initiatives to improve service efficiency, streamline processes and reduce downtime for customers.
- Provide Training and Support: Conduct training sessions directly or through our partner for after sales teams on new products, technical updates, and service protocols. Offer continuous support and guidance, addressing technical inquiries and service-related challenges.
- Monitor Performance Metrics : Establish and monitor key performance indicators (KPIs) for after sales services or service training. Analyze data to identify trends, areas for improvement, and opportunities to enhance the overall after-sales experience.
- Resolve Escalated Issues: Act as a point of contact for escalated after-sales issues, working closely to resolve customer concerns promptly and effectively. Collaborate with internal teams to ensure swift resolution of technical and service-related challenges.
- Collaborate on Product Improvement: Gather feedback from after sales teams and customers to contribute to the continuous improvement of our products and services. Collaborate with cross-functional teams to implement product enhancements based on after-sales insights.
- Active Warranty Management follow up: Responsible for coordinating and overseeing first line warranty processes within the NSC. Monitor OEM warranty processes, service bulletins and the WPPM guidelines. Follow up warranty claim performance, accuracy, timelines. Coordinate action plans if required in the network.
- Active Technical support follow up: Responsible and ensure quick, accurate and professional support for technical issues, diagnostics and product related inquiries to maintain high service quality across the network.
- Active Parts & Logistics Management follow up: Responsible for coordinating, supporting and optimizing all first-line parts related processes within the NSC.
- Compliance: Adhering to regulatory requirements and industry standards.
- Quality and after-sales standard Assurance Lead: Ensure all dealership authorized service workshops operate in full compliance with the Zeekr quality, service and operational standards.
To be successful in the role you will demonstrate:
Proven track record of successful after sales business development.
Proven experiences on Dealer Management.
Sufficient knowledge on P&L, Proven experiences in financial planning and execution.
Proven experiences in After Sales operations management.
Sufficient knowledge and understanding of customer experience, customer satisfaction and customer approach.
Leading team with clear R&R, goals/objectives.
Engaging & developing people, diving high-performance culture.
Problem-solving, critical thinking and decision-making skills.
Encouraging collaborations and fostering heathy work environment.
Strong management level reporting and presentations.
Extensive experience in after-sales management within the automotive industry, working for an OEM or experience gained by dealer holdings.
Experienced in managing an OEM workshop, where, among others, vehicle preparation, including accessory installation, repairs, warranty services, and diagnostic work, contributes to operational efficiency and positive business outcome.
The ability to steer the detail of today and anticipate on what is coming up next.
Strong technical understanding of electric vehicles and automotive systems.
Flexible and able to adapt quickly to changes.
Proven experience in building relationships for a premium automotive brand.
Entrepreneurial skills to always improve from within by fostering and nurturing ideas from the team.
Excellent problem-solving skills and effective communication in native language and English.
Ability to lead with trust and care, adapt to a fast-paced environment, and embrace diversity.
Strong team player and able to lead the team in a constructive, positive way to be able to achieve the team objectives, and individual team member objectives.
Please submit your CV in English
To thrive at Zeekr we believe that you have the courage to lead with trust and care and you don’t mind getting your hands dirty. You are highly innovative and have a great ability to adapt and perform in a constantly changing, fast-paced, highly demanding work environment. Like us, you believe it’s important to have a passion to work in an international and multicultural environment with the desire and ability to embrace the diversity of people, perspectives, and styles.
Apply today, we will perform ongoing selection during the application period. We look forward to hearing from you.
Please note that due to GDPR regulations we can only accept applications sent through the recruitment system, not via email or other channels. We do not accept applications submitted by external recruitment companies.
