This role is categorized as hybrid . This means the successful candidate is expected to report to the Cole Engineering Center Podium, three times per week, at a minimum or other frequency dictated by business needs.
Customer Care and Aftersales (CCA) Support provides the aftersales organization with tools, data, and resources to enable the team to drive the business.
The Fixed Ops & EV Support Manager - Customer Care and Aftersales will focus on improving the EV customer experience by working with our Engineering & Prognostics teams, Field force, Customer Experience team, as well as Dealers to proactively improve EV Aftersales support and follow through.
Responsibilities:
-
Work cross functionally to strategize, communicate, and address current and emerging issues and follow up to ensure resolution.
-
Responsible for working with the core team to ensure a robust RESS core return process is implemented.
-
Oversee Prognostics communications and engaging the field team where needed.
-
Manage and support the strategy around EV Warranty, Customer Pay, and insurance scenarios.
-
Support special customer & non-customer experience related projects as necessary.
-
KPIs: NPS, Retention, EV Readiness, EV Training, Fix it Faster.
This job may be eligible for relocation benefits.