Regional Customer Service Manager 区域客户服务副总监

Qualifications & Competencies:

8+ years of experience in automotive after-sales service management, with at least 3 years in regional service management. Demonstrated excellence in service operations management, customer relationship management, and team leadership. Familiarity with automotive service processes, parts management, and technical support. Ability to travel as required, mobile Can do attitude and team spirit; Able to think strategically, willing and able to roll up his/her sleeves to help implement Ability to effectively communicate information and ideas in written and verbal format, and build and maintain relationships with internal and external partners and stakeholders Dealing with Ambiguity - Ability to deal with uncertainty Good analytical abilities and can pick up new systems / tools quickly Ability to communicate a business vision for internal and external partners including goals & results Ability to handle multiple assignments and projects concurrently

Key Responsibilities & Accountabilities:

Service Target Achievement: Accountable for achieving regional after-sales service revenue, parts sales, Customer Satisfaction Index (CSI), First Contact Resolution (FCR), and other key metrics. Service Policy Implementation: Ensure effective execution of company after-sales service policies, warranty regulations, recall management, and parts supply policies within the region. Regional Service Management: Lead the Sub-Region After-Sales Manager team, guide and support them in after-sales service activities, and improve the service capability and efficiency of the regional service network. Customer Satisfaction Enhancement: Monitor regional customer service feedback, identify service pain points, and develop improvement plans to continuously enhance customer service satisfaction. Service Quality Control: Establish and supervise regional service quality standards, ensuring dealer service processes and technical capabilities meet company requirements. Parts Sales & Management: Responsible for regional parts sales performance, optimizing parts inventory management and supply efficiency. Team Management & Empowerment: Train, motivate, and manage the regional service team (including Sub-Region After-Sales Managers), enhancing their professional skills. Cross-functional Collaboration: Collaborate closely with regional sales, marketing departments, and the headquarters after-sales department to ensure strong service support for sales. Regional VM plan development and fulfillment: Develop regional VM plan base on region business status, ensure the plan fulfillment to achieve target.  Zone manager dealer visit plan review and approval. Review and approve zone manager dealer visit plan every week. Timely check visit report to ensure zone manager follow the visit plan to drive dealer business.