Head of Aftersales Market Operations (m/f/d)

Your tasks

AsHead of Aftersales Market Operations , you will take full responsibility for the strategic development of our Aftersales Market Operations organization, including all services and the underlying infrastructure.

Your responsibilities:

• Take ownership of building and continuously optimizing global aftersales services and the supporting infrastructure
• Advise management on the development and implementation of our aftersales strategy and ensure alignment with the overall corporate strategy
• Develop and implement high-quality, standardized customer interaction processes to ensure optimal support for our customers worldwide in all product-related, procedural, and specific technical matters
• Ensure that warranty and goodwill cases are handled with maximum service orientation and in full compliance with audit requirements
• Identify the right partners and supplier networks in various markets to guarantee premium service – no matter where our customers are
• Take responsibility for the setup and operation of regional aftersales centers and partner networks to ensure fast and efficient resolution of customer concerns
• Collaborate closely with your technical counterpart and the development department
• Conduct regular analyses to identify opportunities for innovation and derive initiatives to improve service quality
• Develop technical training programs for customers and partners based on the latest standards and establish the necessary training infrastructure – from physical training centers to digital learning platforms

Your profile

• At least 10 years of experience in leading and continuously improving internationally operating aftersales organizations, ideally in the automotive industry or in mechanical and plant engineering
• Proven experience in planning and building a cross-regional aftersales unit that serves multiple markets, including regional and central functions, processes, and partners
• Skilled in the planning, implementation, and sales of aftersales products and services
• Strong business acumen combined with solid technical understanding
• Excellent communication skills in both English and German, at both operational team level and strategic executive level