Aftersales Lead

Overview

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.

Our German team is looking for an Aftersales Lead who will be part of building our Aftersales business in Zeekr Germany.

Responsibilities

• Act as the Single Point of Contact (SPOC) and Person in Charge (PIC) for all Aftersales topics towards partners and the Zeekr EU Aftersales HQ function, and manage the Go-to-Market of Aftersales for Zeekr Germany successfully.
• Build and set up the Aftersales Network in Germany: onboard service partners, establish processes, structures and systems to enable operational readiness (initial parts stock, connection to Aftersales Systems, training, special tools, etc.). Maintain strong relationships and collaboration to ensure alignment with Aftersales service standards and customer satisfaction goals.
• Implement Aftersales Strategies: execute the Aftersales strategy for the German market to enhance customer satisfaction, loyalty and retention; drive initiatives to improve service efficiency, streamline processes, and reduce customer downtime. Establish and monitor KPIs for Aftersales services or service training.
• Resolve escalated issues: act as a point of contact for escalated after-sales issues and collaborate with internal teams to ensure swift resolution of technical and service-related challenges.
• Ensure readiness for warranty claims and spare parts: set up and manage all processes and systems regarding warranty topics (incl. potential recalls) and parts supply/stock.
• PDI/PDS/Last Mile Inspection/delivery: manage the PDI/PDS as well as the last-mile inspection and final delivery to customers end to end.
• Monitor performance metrics: establish and monitor KPIs for aftersales services based on the Zeekr MSS Customer Care Scorecard; analyze data to identify trends and opportunities to enhance the aftersales experience.
• Organize monthly online update sessions with the Aftersales manager of the authorised service workshops to discuss topics in technical issues, parts and warranty.

Qualifications

• Extensive experience in Aftersales management within the automotive industry, ideally with an OEM, importer or dealer organization.
• Strong technical understanding of electric vehicles and automotive systems.
• Proven experience in building and maintaining relationships for a premium automotive brand, specifically within Aftersales teams.
• Excellent problem-solving skills with the ability to address complex technical issues and provide effective solutions.
• Exceptional communication and presentation skills in both German and English.

To thrive at Zeekr we believe in leading with trust and care, being innovative, and adapting in a fast-paced environment. We value the ability to work in an international and multicultural environment and to embrace diverse perspectives and styles.

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.

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