Service Manager

DongFeng Motor Europe B.V.; Amsterdam; On-site; EUR 60,000 - 90,000; Full time

Job summary

DongFeng Motor Europe B.V. is expanding its European presence and building local capabilities for after-sales excellence. The role focuses on implementing service standards, monitoring CSI, managing warranty and claims, and coordinating spare parts supply across the Netherlands region.

The candidate will work with dealers to drive customer satisfaction, analyze feedback, and deliver regional performance insights to support strategic improvements.

Qualifications

• Must have 3+ years in automotive after-sales service management.
• Experience with OEMs, parts manufacturers, or dealer groups.
• Experience implementing service standards and CSI performance monitoring.
• Proven ability to manage warranty/claims and parts supply coordination.
• Strong report generation and stakeholder communication skills.

Responsibilities

• Implement and monitor after-sales service standards and policies in the assigned region.
• Assess dealer after-sales capabilities and monitor CSI KPIs to drive improvements.
• Handle customer relations and major complaints; analyze feedback for satisfaction improvements.
• Guide dealers on service information reporting and track after-sales campaigns progress.
• Prepare regional performance reports highlighting issues, opportunities, and recommendations.

Skills

After-sales service management

CSI monitoring

Warranty & claims processes

Spare parts coordination

Customer complaints resolution

Regional reporting

English proficiency

Dutch language (advantage)

Job description

Founded in 1969 and headquartered in Wuhan, China, Dongfeng Motor Corporation is one of China's major automotive manufacturers, with a broad portfolio spanning passenger vehicles, commercial vehicles, new energy vehicles, automotive components, and related services.

With a strong foundation in automotive research and development, manufacturing, and sales, Dongfeng continues to expand its international presence, with products sold in markets around the world.

At DONGFENG, we are committed to bringing innovative mobility solutions to customers globally. As our European business continues to develop, we are building our local capabilities and strengthening our presence in the European market.

Key Responsibilities

• Implement and monitor DONGFENG's after-sales service standards, processes, and policies across the assigned region.
• Assess dealer after-sales service capabilities, monitor key service performance indicators, including Customer Satisfaction Index (CSI), and drive continuous improvement.
• Manage customer relations and major customer complaints within the assigned region, analyze customer feedback, and improve customer satisfaction.
• Guide dealers on after-sales technical information reporting and monitor the progress and completion of after-sales service campaigns.
• Prepare regular regional after-sales service performance reports, highlighting key operational issues, improvement opportunities, and strategic recommendations.

Qualifications

• At least 3 years of experience in automotive after-sales service management, including dealer service standards implementation and CSI monitoring.
• Experience in after-sales service management with an automotive OEM, automotive parts manufacturer, or dealer group.
• Proven experience in implementing service standards, monitoring CSI performance, managing warranty and claims processes, and coordinating spare parts supply, including local warehousing and parts availability.
• Strong capabilities in customer complaint resolution, quality improvement initiatives, and operational reporting.
• Good command of English for professional communication; knowledge of the local language is an advantage.

Preferred Qualifications

• Experience in after-sales service network development or management in Europe, particularly in the Netherlands.
• Experience supporting KD/CKD projects and coordinating after-sales service operations for local assembly programs.
• Familiarity with relevant EU after-sales regulatory requirements and automotive quality improvement processes.
• Experience with customer loyalty initiatives, including extended warranties and service packages.
• Established relationships with local service centers, repair networks, or dealer groups, as well as familiarity with local spare parts suppliers and warehousing and distribution resources.