Satış Sonrası Hizmetler Direktörü

Firma Bilgisi Gizli

About the Job

Our company is a founding organization for car distribution operation in Turkiye.

The After Sales Director holds overall strategic and operational accountability for building, scaling, and managing the company’s post-sale ecosystem. This role requires shifting away from traditional internal combustion engine (ICE) maintenance models to lead a high-tech, software-driven, battery-first service operation.

The primary objective is to establish the national authorized service network, optimize high-margin spare parts distribution, implement advanced high-voltage EV diagnostic frameworks, and deliver an outstanding Customer Satisfaction Index (CSI).

Key Responsibilities

1. EV Service Network & Technical Infrastructure

• Network Setup & Auditing: Design and roll out the national authorized EV service network, ensuring full compliance with brand standards, safety codes, and dealer service agreements.
• High-Voltage (HV) Safety & Workshop Standards: Establish strict workshop protocols for high-voltage battery repairs, module balancing, thermal management systems, and electric drive unit servicing.
• Tooling & Equipment Allocation: Oversee the specification, procurement, and deployment of specialized EV diagnostic hardware, insulated high-voltage tools, battery health testers, and software flashing rigs across all service centers.

2. Spare Parts Business & Supply Chain Management

• Profit-Center Operations: Manage the spare parts division as a core profit center, setting commercial pricing strategies, margin structures, and sales targets for authorized dealers and third-party buyers.
• Parts Logistics & Availability: Partner with supply chain teams to optimize inventory turnover, safety stock levels, and warehouse logistics, guaranteeing high first-pick availability rates for EV components.
• OEM Order Management: Lead spare parts quota negotiations, warranty parts sourcing, and bulk component orders directly with foreign OEM partners.
• Aftersales Marketing & AfterMarket Management: Design and execute strategic marketing programs for genuine spare parts, extended warranties, service packages, and EV accessories; this includes leveraging digital customer loyalty channels, running targeted seasonal maintenance campaigns, analyzing parts pricing elasticity to boost workshop retention, and establishing data-driven customer retention initiatives.

3. High-Voltage Technical Support & Field Engineering

• Tier-3 Escalation Support: Build a specialized central engineering team to assist dealer technicians with complex electric powertrain issues, software bugs, and battery management system (BMS) diagnostics.
• Over-The-Air (OTA) & Software Flashing: Manage the operational rollout of software updates, field service actions, and technical service bulletins (TSBs) in coordination with OEM engineering teams.
• Recall & Field Campaigns: Lead the execution of safety recalls and technical service campaigns in full compliance with local regulatory bodies and OEM mandates.

4. Technical Training & Certification Programs

• EV Academy & Certification: Establish the distributor's technical training academy to train and certify dealer technicians in high-voltage safety (e.g., L2/L3 HV certification), battery repair, and EV diagnostics.
• Aftersales Staff Training: Ensure service advisors, warranty managers, and warehouse personnel are trained on EV customer care, software-based service check-ins, and parts cataloging.

5. Warranty & Customer Satisfaction (CSI)

• EV Warranty Administration: Design and execute warranty claim processing, battery capacity degradation tracking, and warranty reimbursement workflows with the OEM.
• CSI & Digital Service Experience: Implement digital aftersales solutions (online appointment booking, digital vehicle health checks, mobile service units) to maximize customer satisfaction scores.
• Customer Care Escalations: Resolve critical technical complaints, battery performance disputes, and legal aftersales inquiries.

Required Qualifications & Experience

• Education: Bachelor’s degree in Mechanical, Electrical, Mechatronics, or Automotive Engineering. (Master’s degree or MBA is a strong asset).
• Experience: Minimum of 10–12+ years of progressive aftersales leadership experience within an automotive distributor or OEM.
• Language Skills: Full professional proficiency in English (written and verbal).
• Greenfield / Network Building (optional): Proven track record in establishing service networks, setting up parts distribution warehouses, or launching new automotive brands from scratch is preferred, not mandatory.

Core Competencies & Skills

• P&L & Commercial Acumen: Deep understanding of spare parts margin management, workshop capacity planning, and warranty financial controls.
• High-Voltage Safety First Mindset: Uncompromising commitment to occupational health, high-voltage safety protocols, and hazardous material handling (e.g., lithium-ion battery recycling and disposal).
• Software-Driven Technical Aptitude: Comfort with software-defined vehicle architecture, digital diagnostic ecosystems, and remote cloud diagnostics.
• Diplomacy & OEM Stakeholder Management: Excellent negotiation and relationship-building skills to handle complex technical and commercial discussions with foreign OEM engineering and parts teams.