Technical Service Manager

The RoleThe Technical Service Manager ensures effective management of technical support and warranty processes within the Astara service network to maintain high customer satisfaction, uphold brand reputation, and achieve organizational objectives.Main Functions/ResponsibilitiesStrategic Support and Business DevelopmentParticipate actively in the implementation of the product strategy for the subordinate model range to ensure competitiveness on the market whilst ensuring the overall foreseen margin contribution.Analyze market trends and competitive landscape to adapt actions to changing market conditions and provide all stakeholders with relevant information about product performanceAnalyse customer profiles based on Salesforce data and lead information to identify best practices and potential areas for improvementEnsure compliance with local laws and industry regulations and Astara standards and support program changes to secure company business objectives and plansCollaborate actively on process optimization & synergies cross brand.He/she is aware of the ecosystem concerning green mobility and alternative drivetrains and shares pro-actively this knowledge within the organization.Warranty repair process managementEnsure all warranty and repair work is carried out according to manufacturer and company standards, aligned with OEM regulations.Support dealer network on correct warranty procedures.Verify and authorize warranty claims.Ensure settlement of warranty repairs.Ensure smooth operation of warranty parts audit, return on the manufacturer’s request, and scrap process.Prepare relevant warranty KPIs for dealers.Perform regular audits of warranty processes at dealers.Establish warranty roundtable to facilitate information and experiences exchange between warranty support and dealer staff.Service Recall CampaignImplement recall technical campaigns to the dealer network.Support statutory notification requirement to authorities (UOKiK, TDT) of safety recall campaigns/technical actions.Monitor fulfilment rates of recall campaigns/technical actions.Supervision over market situationVerify local market conditions for warranty rules and adapt central Warranty regulation in cooperation with legal department.Assist in the verification and preparation of the warranty labour rate recalculation.Supervision over market situationVerify local market conditions for warranty rules and adapt central Warranty regulation in cooperation with legal department.Assist in the verification and preparation of the warranty labour rate recalculation.Cooperation With The Dealer NetworkImplement service programs introduced by the OEM.Support for courtesy car program reimbursement.Prepare goodwill applications to OEM.Professional Experience/QualificationsMinimum 5 years of experience in automotive sectorStrong experience in the automotive industry, preferably in Aftersales TechnicalSEP licenses and relevant qualifications to operate electric cars, if the company offers an HV vehicleCustomer and business orientationAbility to self-learnExcellent communication and analytical skillsReliable, flexible, precise and motivated personality