Service Management Manager (Northern Europe)

Role Overview:

AVATR is looking for a Service Management Manager (Northern Europe) to join our growing team in Munich. This role will be responsible for formulating, implementing, and optimizing the overall service strategy, service policies, and service processes across the Northern European region, with a primary focus on Norway and the Nordic markets. The position will oversee the establishment and operation of the regional service network (including dealers, service centers, and authorized service partners), ensure consistent and high-quality service standards, enhance customer satisfaction and brand loyalty, and support AVATR’s long-term growth and market expansion in Northern Europe.

 

What You Will Do:

• Overall Service Strategy & Policy Formulation: Develop the overall service strategy and phased implementation plans for Northern Europe, with a focus on Norway and the Nordic region. Formulate clear service policies (including after-sales service, maintenance service, customer complaint handling, warranty service, etc.) and continuously optimize them based on market developments, customer needs, and business objectives.
• Service Process Optimization: Design, standardize, and continuously improve service processes across the Northern European market, including maintenance appointments, vehicle reception, repair execution, quality inspection, vehicle delivery, post-service follow-up, and complaint resolution, to enhance service efficiency and customer satisfaction.
• Service Network Management: Lead the development, evaluation, and operational management of the Northern European service network. This includes selecting and authorizing service partners, defining service network standards and operating procedures, and regularly assessing service quality and operational performance to ensure sustainable network growth.
• Service Quality Supervision: Establish and maintain a regional service quality management framework, define service quality KPIs, conduct regular audits and assessments across service locations, and implement corrective actions to ensure compliance with AVATR service standards.
• Customer Service Management: Coordinate the resolution of major customer complaints and complex service issues within Northern Europe. Establish customer feedback mechanisms, analyze customer satisfaction and service performance data, and implement continuous improvement initiatives to enhance the customer experience.
• Cross-functional Collaboration: Work closely with Sales, Product, Supply Chain, R&D, and other internal teams to ensure seamless coordination between service operations, vehicle launches, market expansion activities, and spare parts supply.
• Service Team Training & Support: Develop and implement training programs for regional service teams and service partners, covering technical knowledge, service policies, operational processes, and customer experience standards. Provide ongoing operational support to strengthen service capabilities.
• Service Data Management & Analysis: Establish and maintain service performance reporting and analytics systems. Monitor key metrics such as service volume, service quality, customer satisfaction, warranty performance, and complaint rates, providing actionable insights to support strategic decision-making.
• Compliance Management: Ensure all service operations comply with applicable Northern European and Nordic market regulations, particularly those related to after-sales service, consumer protection, warranty obligations, and automotive industry standards, with special attention to Norway and other key Nordic markets.

 

What You Will Bring:

• Bachelor’s degree or above in Automotive Engineering, Service Management, Business Administration, or a related field; Master’s degree is preferred.
• 5+ years of experience in after-sales service management, service strategy, or service network operations within the automotive industry, preferably in the new energy vehicle sector.
• Proven experience in the Nordic and/or Northern European automotive market, particularly Norway, with a strong understanding of local customer expectations, service standards, and market dynamics.
• Solid knowledge of automotive after-sales service operations, service policy development, and service network management.
• Experience in optimizing service processes and managing dealer and service partner networks.
• Strong customer-centric mindset and excellent problem-solving skills, with the ability to effectively manage complex customer service cases.
• Excellent communication, stakeholder management, and cross-functional collaboration skills.
• Strong analytical capabilities and experience using service management systems and data reporting tools to drive operational improvements.
• Familiarity with relevant Nordic and Northern European automotive after-sales regulations, consumer protection laws, and warranty requirements.
• Fluent English (written and spoken) is required. Knowledge of Norwegian or another Nordic language is a strong advantage. Chinese language skills are a plus.
• Self-motivated, highly accountable, and adaptable, with the ability to thrive in a fast-paced and evolving business environment.

 

What We Offer:

• Competitive Salary: Reflecting your skills and experience.
• Hybrid Working: Flexibility to work both remotely and in the office.
• Health & Wellness: Access to the Wellhub Pass for your well-being.
• Employee Development: Learning opportunities and training programs to support your career growth.
• Transport Support: Deutschland ticket or fuel card.
• Meal Allowance: For lunch at the canteen.
• Gifts: Celebratory gifts for work anniversaries and Chinese New Year.
• Company Events: Regular team-building and social activities.
• Optional Company Pension Scheme: Available based on your needs.
• Inclusive Culture: A diverse, supportive environment where every voice is valued.

 

Thank you for considering joining our team! We look forward to hearing from you and hope you become a part of our company. If you are interested in the position, please apply now. We are excited about the possibility of working together to create a bright future!