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    Technical Operations Manager - Sydney, Australia - ZEEKR International

    ZEEKR International
    ZEEKR International Sydney, Australia

    4 days ago

    Default job background
    Description

    The Company

    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 privately held automotive companies. Our goal and vision are 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 cars have finally arrived in Europe, and with several markets on our expansion roadmap, there has never been a better time to join the team.

    The role

    Our Australian team is looking for an experienced Technical Operations Manager who will be part of building our aftersales business in ZEEKR Australia. At ZEEKR, we build strong relationships with our customers and partners by offering outstanding service and guidance throughout the chain.

    This is what you will do most of the time:

    Manage and support the Technical Operations team in day-to-day operation of the Technical aftersales department

    Provide Technical Support to the ZEEKR Australia and New Zealand network to support on vehicle concern resolution and customer satisfaction

    Provide internal Technical Support and be the "Go to" for departmental technical concerns

    Develop, track and implement corrective actions through consultation with varying departmental stakeholders across the wider business

    Work cross functionally to train, develop, mentor and support the technicians within our ZEEKR network to ensure Right First Time Fix is delivered

    Help define the future strategy and development of the local Aftersales business

    Monitor and track Technical Operations KPIs. Provide local strategy and improvement plans to ensure continual improvements

    Support and manage Warranty system claims and processing errors collaborating to efficiently resolve concerns ensuring a good relationship with the network stakeholders

    Manage key stakeholder relationships and drive further growth and collaborations to further support business growth and drive customer satisfaction Customer Satisfaction and Net Promoter Scores

    To be successful in this role you should demonstrate:


    • Strong communication skills, both written and verbal


    • Previous experience in Technical Support and Management within an existing OEM


    • A history of product review processes to determine where efficiencies can be made


    • Ability to identify market trends through robust reporting and effective cross functional communication

    Proven record of warranty claim spend analysis across vehicle car parc with identification of efficiencies that can be made


    • A history of process identification and improvement to improve overall customer experience


    • Strong relationship building with local and HQ stakeholders to present early warning indications, rectification and expedited repair information.


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