Head of Aftersales Market Operations (m/f/d)

HOLON GmbH; Paderborn; Vor Ort; EUR 80.000 - 100.000; Vollzeit

Zusammenfassung

A leading technology company in Paderborn is seeking a Head of Aftersales Market Operations to drive the strategic development of their aftersales services. The ideal candidate will have over 10 years of experience in leading aftersales organizations, preferably within the automotive or mechanical engineering sectors, and must be fluent in English and German. Responsibilities include optimizing global aftersales services, developing customer interaction processes, and establishing regional service networks.

Qualifikationen

• 10+ years of experience in leading aftersales organizations, preferably in automotive.
• Experience in cross-regional aftersales unit planning and implementation.
• Skilled in the sales of aftersales products and services.

Aufgaben

• Optimize global aftersales services and supporting infrastructure.
• Align aftersales strategy with corporate objectives.
• Develop customer interaction processes for optimal support.
• Handle warranty and goodwill cases with high service orientation.
• Establish regional aftersales centers and partner networks.
• Conduct analyses to identify opportunities for innovation.

Kenntnisse

Leadership in aftersales organizations

Strategic planning and implementation

Communication skills in English and German

Business acumen

Technical understanding

Jobbeschreibung

Your tasks

AsHead of Aftersales Market Operations, you will take full responsibility for the strategic development of our Aftersales Market Operations organization, including all services and the underlying infrastructure.

Your responsibilities:

• Take ownership of building and continuously optimizing global aftersales services and the supporting infrastructure
• Advise management on the development and implementation of our aftersales strategy and ensure alignment with the overall corporate strategy
• Develop and implement high-quality, standardized customer interaction processes to ensure optimal support for our customers worldwide in all product-related, procedural, and specific technical matters
• Ensure that warranty and goodwill cases are handled with maximum service orientation and in full compliance with audit requirements
• Identify the right partners and supplier networks in various markets to guarantee premium service – no matter where our customers are
• Take responsibility for the setup and operation of regional aftersales centers and partner networks to ensure fast and efficient resolution of customer concerns
• Collaborate closely with your technical counterpart and the development department
• Conduct regular analyses to identify opportunities for innovation and derive initiatives to improve service quality
• Develop technical training programs for customers and partners based on the latest standards and establish the necessary training infrastructure – from physical training centers to digital learning platforms

Your profile

• At least 10 years of experience in leading and continuously improving internationally operating aftersales organizations, ideally in the automotive industry or in mechanical and plant engineering
• Proven experience in planning and building a cross-regional aftersales unit that serves multiple markets, including regional and central functions, processes, and partners
• Skilled in the planning, implementation, and sales of aftersales products and services
• Strong business acumen combined with solid technical understanding
• Excellent communication skills in both English and German, at both operational team level and strategic executive level