Senior Regional Aftersales Service Specialist

Changan Automobile; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

Changan Automobile in Australia seeks a senior aftersales operations professional to lead service provider performance and customer experience across authorised service networks. You will drive standards, monitor KPIs, and oversee issue resolution to sustain high-quality aftersales service.

The role emphasizes cross-functional collaboration, data-driven improvements, and robust stakeholder management to ensure timely repairs, satisfaction, and compliance with OEM procedures.

Qualifications

• Minimum 5 years of relevant professional experience, including automotive aftersales or dealer operations.
• Strong data analysis and reporting skills with evidence-based decision making.
• Experience in service provider or dealer operations and performance management.
• Excellent written and verbal English communication skills.

Responsibilities

• Manage day-to-day communication and follow-up with authorised service providers and dealers.
• Monitor KPIs and regional operational performance for aftersales.
• Track customer satisfaction, repair turnaround time, First Time Fix, warranty and parts issues.
• Identify operational and service quality risks and implement corrective actions.
• Drive compliance with OEM aftersales standards, SOPs and customer experience requirements.
• Lead regular field reviews and stakeholder coordination to resolve issues.

Skills

Service Provider Management

Service Standards

Customer Experience

Problem Solving

Process Improvement

Data Analysis

Stakeholder Management

Ownership & Execution

Job description

• Manage day-to-day communication and operational follow-up with authorised service providers and dealers.
• Monitor service provider KPIs and overall operational performance.
• Track customer satisfaction, repair turnaround time, First Time Fix, repeat repairs, warranty, technical cases, parts availability and complaints.
• Identify operational, service quality and performance risks.
• Track improvement plans, corrective actions and issue closure.
• Support service provider performance reviews and regular business reviews.
• Monitor key aftersales processes including service booking, customer reception, diagnosis, repair, quality inspection and vehicle delivery.
• Monitor repair turnaround time, customer waiting time, repeat repairs and long-open / VOR cases.
• Track Technical, Warranty and Parts issues affecting customer service.
• Coordinate with internal teams and service providers to resolve regional operational issues.
• Escalate and follow up significant, long-open or customer-impacting issues.

3. Service Standards & Process Compliance

• Drive service provider compliance with OEM aftersales service standards, SOPs and key customer experience requirements.
• Conduct regular checks on service standards and process execution.
• Identify execution gaps through operational monitoring, field visits and customer feedback.
• Establish and follow up corrective actions.
• Verify corrective action completion and effectiveness.
• Identify opportunities to improve service standards and process execution and provide feedback to relevant teams.

4. Service Provider Customer Experience & Process

Focus on the customer experience delivered by service providers during the aftersales service journey, covering:

Key areas include:

• Service initiation and booking
• Customer request acceptance and information confirmation
• Customer communication and service progress updates
• Customer pain points
• Continuous service process improvement

Use customer complaints, customer satisfaction, VOC, service provider data and field observations to identify customer experience gaps and drive improvements.

5. Customer Complaint & Issue Management

• Track aftersales customer issues raised by customers, Call Centre, service providers and internal teams.
• Support issue classification, prioritisation and ownership assignment.
• Track Owner, Action, Target Date and Closure.
• Closely monitor major, long-open and recurring issues.
• Support major complaint handling and case reviews.
• Drive corrective actions with service providers and relevant internal teams.
• Promote systemic improvement for recurring customer issues.

6. Customer Satisfaction & VOC

• Monitor customer satisfaction performance across assigned service providers.
• Analyse customer satisfaction, complaints and customer feedback.
• Collect and analyse customer feedback from service provider operations.
• Identify key customer experience issues and trends.
• Translate customer feedback into service provider and service process improvements.

7. Technical, Warranty & Parts Issues

• Track Technical Cases, Warranty issues and critical Parts issues.
• Coordinate with Technical, Parts and Warranty teams to resolve service provider issues.
• Monitor long-open / VOR vehicles caused by technical, parts or repair capability issues.
• Identify recurring repairs and potential quality issues.
• Support Technical Bulletins, Service Campaigns and Recall activities.

8. Service Provider Field Support & Audit

• Conduct regular service provider site visits and operational reviews.
• Check service processes, service standards, SOPs, key customer experience touchpoints, customer reception, repair quality, facilities and equipment.
• Document findings and establish corrective actions.
• Track corrective action implementation.
• Verify completion and effectiveness.
• Communicate field findings and customer feedback to relevant internal teams.

9. Data Analysis & Reporting

• Maintain regional service provider performance and aftersales operational data.
• Analyse service, repair, customer satisfaction, complaints, technical, warranty and parts data.
• Identify abnormal trends, risks and improvement opportunities.
• Prepare regional aftersales performance reports.
• Support service provider performance reviews, customer experience reviews and management reporting.

Candidate Requirements

• Minimum 5 years’ relevant professional experience, including at least 3 years in automotive aftersales, automotive customer service, dealer management or a related field.
• Australian local work experience preferred.
• Australian automotive industry experience highly preferred.
• Experience within an Automotive OEM, Dealer Group, Workshop or automotive aftersales environment.
• Good understanding of automotive repair, technical, warranty, parts and aftersales customer service processes.
• Experience in service provider or dealer operations and performance management.
• Experience in customer complaints, customer satisfaction or customer experience.
• Experience in the implementation and audit of aftersales service standards, SOPs and key customer experience touchpoints.
• Strong problem-solving, process improvement and execution capability.
• Good data analysis and reporting skills.
• Strong cross-functional communication and coordination skills.
• Ability to effectively manage and influence external service providers.
• Strong ownership and execution.
• Excellent written and verbal English communication skills.
• Willingness to travel when required.

Preferred Experience

• Service Provider / Dealer Performance Management.
• Regional Field Service / Dealer Support.
• Customer Experience / Customer Journey.
• Customer Complaint Management.
• SOP / Service Standard / Customer Experience Audit.
• Warranty / Technical Service.
• New automotive brand launch experience in Australia.

Core Competencies

• Service Provider Management
• Service Standards & SOP Compliance
• Customer Experience
• Problem Solving
• Process Improvement
• Data Analysis
• Stakeholder Management
• Ownership & Execution

Key Success Measures

Service Provider Management

• Service provider KPIs are effectively monitored.
• Operational and service quality issues are identified promptly.
• Improvement plans are effectively implemented.
• Service provider service quality continuously improves.

Service Standards & Process

• Service providers consistently follow OEM service standards and SOPs.
• Key customer experience touchpoints are effectively implemented and checked.
• Execution gaps are identified and corrected promptly.
• Corrective actions are verified for effectiveness.

Customer Experience

• Key customer experience issues within the service provider journey are identified.
• Customer complaints, satisfaction and feedback are effectively analysed.
• Key customer pain points are continuously improved.
• Customer issues are effectively tracked through to closure.
• Repair turnaround, repeat repairs and VOR are effectively monitored.
• Technical, Warranty and Parts issues are followed through.
• Major aftersales service issues are escalated and resolved effectively.