Technical Service Manager

University of Derby; Witham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A prestigious university in the UK is seeking a Technical Service Manager. The role focuses on developing and overseeing warranty policies and technical support initiatives that enhance customer satisfaction. Candidates are expected to have extensive automotive experience, with a strong emphasis on leadership, team dynamics, and financial acumen. The position offers a hybrid working model and a competitive day rate, making it an excellent opportunity for seasoned professionals looking to make an impact in the automotive sector.

Benefits

Culturally enriching role

Diverse, multinational team

Start-up energy within secure corporate structures

Qualifications

• Minimum of 10 years' experience in automotive technical, warranty or training knowledge.
• At least 3 years in a managerial role, with 2 years of warranty claim analysis experience.
• Strong financial understanding is essential.

Responsibilities

• Lead and shape customer satisfaction through technical support management.
• Develop and implement the warranty maintenance plan.
• Conduct audits to ensure compliance with warranty standards.

Skills

Technical warranty analysis

Team leadership

Customer satisfaction

Analytical skills

Communication skills

Education

Recognised qualification in the automotive environment

Tools

Excel

Microsoft Office

SAP

Job description

Reporting to the After Sales Director, the role requires a hands‑on approach as we scale the business from the ground up. As the Technical Service Manager, you'll have the unique opportunity to use your technical expertise and skills to shape the Changan business in the UK, ensuring high levels of performance in the interest of customer satisfaction. This will be aligned with and supported by the teams in the UK and China and delivered to the same outstanding levels as the Changan product. The role will be based at our NSC in Birmingham.

Warranty / Maintenance

• Working with the Changan Headquarters and IT function, support and drive the development of the systems required to manage warranty and service claims
• Develop the UK Warranty Policy & Procedures manual
• Plan and execute regular, comprehensive dealer warranty, service plan, and courtesy vehicle audits
• Develop annual warranty and maintenance plan budget
• Monitor the effectiveness of warranty and maintenance plan programmes
• Conduct comprehensive studies to monitor competitiveness of brand‑specific maintenance plan
• Develop and implement strategies that ensure competitive cost of ownership and SMR for fleet and retail customers
• Report dealer and company performance vs objectives
• Identify risk of warranty process
• Issue monthly warranty report and plan expenditure
• Monitor and update policies and procedures in line with Changan guidelines

Technical

• The setup of the Changan technical support hub and body shop programmes
• Working with the Changan Headquarters and IT function, support and drive the development of the systems required to manage technical support and product information
• Deployment programmes for technical inductions & training of dealer technical staff to improve overall diagnostic skill and repair capabilities
• Development of eLearning online content, FAQ, Q&A and regular dealer update content to drive communication consistency
• Host technical conferences with technicians, accident repair centre staff, RSA and customer call centre teams to ensure quarterly updates are provided to drive coherence in customer service delivery.
• Own and manage the Recall process, working closely with the customer care team to deliver outstanding customer satisfaction programmes
• Ensure local government reporting requirements are met and inline for Recall uptake reports, battery reporting as per market requirement
• Attend regular technical training and upskill where needed to be the expert with broad familiarity with all types of Changan automotive products
• Good understanding of BEV architecture, experience with battery suppliers, processes on life‑cycle initiatives including battery swap programmes and lid‑off repair
• Assisting internal and external customer service in the diagnosis of complex vehicles, required specialist technical assistance
• Provide technical leadership to field service engineers, dealer technicians and suppliers for roadside assistance and forward vehicle logistics teams
• Lead and manage diagnostic, special tooling and equipment programme

Operations

• Develop standards that support the warranty and maintenance plan objectives
• Approval and processing of payment of all warranty and maintenance claims
• Evaluate standards, policies and procedures to ensure accurate and auditable efficiencies
• Warranty parts scrapping, core parts return management
• Support marketing fleet vehicle preparation with technical assessments
• Deliver battery lid‑off repair support initiatives with suppliers like CATL

About the Role: Are you ready to lead transformation and shape the future of offshore delivery? Our dynamic Overseas Operations team is looking for a Senior Manager to spearhead our offshoring strategy and drive operational excellence across compliance services. Team Manager – Client Support Services (CSS) – Location: Witham or Birmingham. We are looking for an experienced Team Manager to lead and inspire a team of 10 technicians within our CSS department. Reporting directly to the Department Manager, you will be responsible for ... Location: Birmingham, Milton Keynes, Banbury and Northampton Work Pattern: Hybrid Working, 2–3 Days on‑site working Engagement Route: Personal Service Company / Limited Company (IR35 Status to be Determined on an Assignment Basis) Day Rate: £300–£650 per day. Who we… Recruiter: Luke Byrne Career Grade: D Internal Closing Date: 2nd Jan 2025 Locations: Birmingham, London or Ipswich Why this job matters: The purpose of the Technical Delivery role is to lead the development and delivery of the products used by our customers by owning and delivering …

Qualifications

• A recognised qualification or relevant experience within the automotive environment
• At least 10 years technical/warranty/training knowledge, 3 years should be in managerial role and minimum 2 years Warranty claim analysis experience
• Financial experience is essential
• Ability to lead, motivate and coach teams and support the wider leadership group in other cost management activities
• Candidates must be self‑motivating, demonstrate initiative and enthusiasm and understand warranty standards
• Systems experience of Excel, Microsoft Office, SAP
• Good business acumen
• High accuracy / numeracy skills
• Excellent analytical and problem solving ability
• Ability to build and maintain effective relationships
• Passion for improving customer satisfaction
• Agility and flexibility
• Excellent communication skills – both written & verbal
• Commitment to getting the job done by fixed deadlines
• Possess passion for technology and digitisation in the automotive industry

Perks / Working Environment

• A culturally enriching role with the opportunity to build something monumental
• A diverse, multinational team
• Start‑up energy within secure corporate structures