Aftersales Service Manager (Xpeng)

Job Description:Manage and support authorized service centers and dealer service operations nationwide.Ensure service partners comply with company standards, policies, and customer care guidelines.Evaluate and improve service performance (turnaround time, service quality, first-time fix rate).Develop and implement programs to enhance customer service experience.Monitor customer feedback, complaints, and warranty claims to identify opportunities for service improvement.Drive customer retention through proactive service campaigns and EV-specific maintenance programs.Oversee warranty claim processes, approvals, and reporting.Provide technical support and troubleshooting guidance for complex EV-related issues.Ensure timely communication of technical bulletins, updates, and recall activities.Develop service policies, SOPs, and standards aligned with global EV brand requirements.Implement digital tools, diagnostic systems, and EV service infrastructure improvements.Monitor KPIs such as service revenue, parts usage, customer satisfaction index (CSI), and dealer performance.Lead, mentor, and develop the national service operations team.Organize training for dealer technicians and service advisors, especially in EV-specific systems.Build a culture of continuous improvement and service excellence.Requirement:Minimum 7 years of experience in automotive aftersales/service operations, with at least 3 years in a managerial role.Experience in managing dealer/service networks across multiple regions.Exposure to EV vehicles is a must