UK Automotive Technical Excellence Lead

Changan UK R&D Centre Limited; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive firm in Birmingham is seeking a Technical Service Manager to oversee warranty and maintenance policies while enhancing customer satisfaction. The ideal candidate will have at least 10 years in technical and warranty roles, including managerial experience. Key responsibilities include developing systems for claims, conducting dealer audits, and managing recalls. Competitive compensation and opportunities for career growth are provided in a multinational team environment.

Benefits

Competitive compensation package

Culturally enriching role

Diverse, multinational team

Qualifications

• At least 10 years technical/warranty/training knowledge.
• 3 years in a managerial role.
• Minimum 2 years warranty claim analysis experience.

Responsibilities

• Support development of systems for warranty and service claims.
• Develop the UK Warranty Policy & Procedures manual.
• Conduct dealer warranty and service plan audits.
• Manage the recall process for customer satisfaction.

Skills

Technical expertise

Leadership and coaching

Analytical and problem-solving skills

Communication skills

Business acumen

Education

Recognised qualification or relevant experience in the automotive environment

Tools

Excel

Microsoft Office

SAP

Job description

Following correct process and working within recognised authority and appropriate escalation levels to achieve objectives. 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.

Requirements & Qualifications

• A recognised qualification or relevant experience within the automotive environment
• At least 10 years technical/warranty/training knowledge, 3 years in a 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
• Self‑motivating, with initiative and enthusiasm, and an understanding of warranty standards
• Systems experience with Excel, Microsoft Office, SAP
• Good business acumen and 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
• Passion for technology and digitisation in the automotive industry

Warranty/Maintenance Responsibilities

• Working with the Changan Headquarters and IT function to support and drive development of 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 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 and issue monthly warranty reports and plan expenditure
• Monitor and update policies and procedures in line with Changan guidelines

Technical Responsibilities

• Set up the Changan technical support hub and body shop programmes
• Support and drive development of systems required to manage technical support and product information
• Deploy programmes for technical inductions & training of dealer technical staff to improve overall diagnostic skill and repair capabilities
• Develop e‑learning online content, FAQs, 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 up‑skill 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
• Assist internal and external customer service in the diagnosis of complex vehicles, providing 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 Responsibilities

• 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 such as CATL

Other Features & Benefits

• A culturally enriching role with the opportunity to build something monumental
• A diverse, multinational team
• Start‑up energy within secure corporate structures
• Competitive, rewarding compensation package, based on your qualifications and experience

If you are selected for an interview, our recruitment team will contact you directly.