Overseas Customer Service Engineer- Sweden

CATL; Stockholms län; On-site; SEK 450,000 - 600,000; Full time

Job summary

CATL is seeking an on-site service professional to manage end-to-end service operations at customer factories. You will coordinate with internal teams, track issue resolution, and ensure service goals and customer satisfaction are met on-site.

The role requires strongest communication, problem-solving, and risk-management skills, with fluency in English and local factory language, and a willingness to engage long-term at customer sites.

Qualifications

• Bachelor's degree or above; PMP or quality certifications preferred.
• At least 1 year of on-site service/quality/logistics/production or project management experience in automotive, battery, or manufacturing; resident engineer experience preferred.
• Familiar with internal processes of customer factories (logistics, warehousing, production, quality, etc.); clear thinking, strong problem-solving and coordination skills, risk anticipation.
• Proficient in English as working language, and fluent in local language/dialect of the customer's factory location.
• Strong communication and interpersonal skills; able to maintain relationships with customers’ front-line positions; able to work independently and across departments; resilient under pressure; committed to long-term engagement at customer sites.

Responsibilities

• Fully responsible for on-site service and relationship maintenance at customer factories, covering the entire process from issue occurrence to closed-loop resolution on site.
• Develop on-site issue response plans, track processing progress, manage escalation risks, coordinate internal resources, and ensure implementation.
• Actively facilitate communication between customers and internal teams, driving the achievement of on-site service goals and customer satisfaction.
• Promptly resolve various delivery issues, including warehousing, logistics, rework, materials, orders, etc.; promote coordination and escalation at different levels.
• Comprehensively identify risks that may lead to customer complaints during the delivery process, and develop and implement risk mitigation plans.
• Monitor issues in on-site service processes at customer sites, and be responsible for escalating and managing changes regarding on-site issues.
• Coordinate daily service and intelligence collection at customer factories, ensuring that on-site issues are resolved before they escalte into customer complaints.
• Support the monitoring of competitor dynamics, organize internal experts to analyze competitor issue risks, and facilitate order conversion.

Skills

English proficiency

Communication

Coordination

Problem solving

Risk management

Education

Bachelor's degree

PMP certification

Job description

Job Responsibilities:

1. Fully responsible for on-site service and relationship maintenance at customer factories, covering the entire process from issue occurrence to closed-loop resolution on site.
2. Develop on-site issue response plans, track processing progress, manage escalation risks, coordinate internal resources, and ensure implementation.
3. Actively facilitate communication between customers and internal teams, driving the achievement of on-site service goals and customer satisfaction.
4. Promptly resolve various delivery issues, including warehousing, logistics, rework, materials, orders, etc., promote coordination and escalation at different levels.
5. Comprehensively identify risks that may lead to customer complaints during the delivery process, and develop and implement risk mitigation plans.
6. Monitor issues in on-site service processes at customer sites, and be responsible for escalating and managing changes regarding on-site issues.
7. Coordinate daily service and intelligence collection at customer factories, ensuring that on-site issues are resolved before they escalte into customer complaints.
8. Support the monitoring of competitor dynamics, organize internal experts to analyze competitor issue risks, and facilitate order conversion.

Job Requirements:

1. Bachelor's degree or above; holders of customer service or quality-related or PMP certifications are preferred.
2. At least 1 year of experience in on-site service, quality, logistics, or production or project management in the automotive, battery, or manufacturing industries; experience in resident engineering at customer factories is preferred.
3. Familiar with the internal processes and operations of customer factories (logistics, warehousing, production, quality, etc.), with clear thinking, strong problem-solving and coordination skills, and a sense of risk anticipation.
4. Proficient in English as a working language, and also fluent in the local language or dialect of the customer's factory location.
5. Strong communication and interpersonal skills, able to effectively maintain relationships with customers’ front-line positions and gather intelligence; capable of working independently and collaborating across departments; resilient under pressure, with strong execution ability and a commitment to long-term engagement at customer sites.