Key Responsibilities:

1. Strategic Planning & Management: * Develop and execute a comprehensive after-sales service strategy aligned with the company's overall business objectives and growth plans. * Establish key performance indicators (KPIs) for service operations (e.g., first-time fix rate, repair time, customer satisfaction scores, service revenue, warranty costs) and regularly monitor performance against targets. * Forecast service demand, parts requirements, and staffing needs to ensure optimal resource allocation. * Analyze market trends, competitor activities, and customer feedback to identify opportunities for service improvement and innovation. * Develop and manage the after-sales service budget, ensuring cost-effectiveness and profitability.

2. Operations Management & Process Optimization: * Design, implement, and refine standardized service processes, including diagnostic procedures, repair methodologies, warranty claims processing, and customer communication protocols. * Oversee the efficient operation of service centers (company-owned and authorized service partners) to ensure timely and quality repairs. * Implement and manage a robust spare parts supply chain, including inventory management, logistics, and vendor relationships. * Ensure compliance with all relevant safety, environmental, and regulatory standards. * Drive continuous improvement initiatives to enhance service efficiency, reduce costs, and improve customer experience.

3. Team Leadership & Development: * Recruit, train, mentor, and lead a high-performing team of service managers, technicians, and customer support staff. * Foster a culture of excellence, customer-centricity, technical proficiency, and continuous learning within the service department. * Develop and implement comprehensive training programs for service technicians on EV specific technologies (battery, motor, BMS, controller, software, etc.), diagnostics, and repair procedures. * Conduct regular performance reviews and provide constructive feedback to team members.

4. Customer Experience & Relationship Management: * Champion a customer-first approach throughout the entire after-sales journey. * Develop and implement strategies to enhance customer satisfaction and build long-term customer loyalty. * Establish effective communication channels for customers, including call centers, online portals, and in-person support. * Manage customer escalations and complaints effectively and professionally, ensuring timely resolution. * Implement a robust feedback collection mechanism to gather customer insights and drive service improvements.

5. Technical Expertise & Quality Assurance: * Possess a strong understanding of electric vehicle technology, including batteries, motors, controllers, charging systems, and software. * Collaborate closely with the R&D and product development teams to provide field feedback for product improvements and new feature integration. * Oversee quality control of service work and ensure adherence to technical specifications and safety guidelines. * Manage warranty claims and analysis to identify common issues and work with manufacturing/engineering for root cause analysis and resolution. * Stay updated with the latest advancements in EV technology and service methodologies.