Head of Aftersales US

Number of employees

2000

Remote USA, United States

Posted on: 2022-05-03

Category: emobility

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Expired

Employment type:

Full time

Remote?

Yes

Experience required:

Intermediate

Salary

Salary not provided

About the company:

Zero-emission solutions for cities. Human-centred, intelligent design - to revitalise public transportation.

At Arrival, our team is creating best-in-class electric vehicles using a radical new method of design and production. We work with some of the world's leading businesses and governments to achieve our goal of redefining mobility and transport ecosystems, transforming how people and goods travel and enhancing urban environments for all communities.

Innovation, rapid development and testing help us to push the boundaries. Our New Method takes our portfolio of patented technologies created in-house, and combines it with assembly in Arrival Microfactories. It’s a groundbreaking approach, leading to products with maximum functionality, peak efficiency, and an elevated experience – at a much more competitive price than other electric vehicles, and even fossil fuel vehicles.

At Arrival, our team is creating best-in-class electric vehicles using a radical new method of design and production. We work with some of the world's leading businesses and governments to achieve our goal of redefining mobility and transport ecosystems, transforming how people and goods travel and enhancing urban environments for all communities.

Innovation, rapid development and testing help us to push the boundaries. Our New Method takes our portfolio of patented technologies created in-house, and combines it with assembly in Arrival Microfactories. It’s a groundbreaking approach, leading to products with maximum functionality, peak efficiency, and an elevated experience – at a much more competitive price than other electric vehicles, and even fossil fuel vehicles.


 

At Arrival we want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Join our mission to bring better, more sustainable transportation to communities around the world.

Responsibilities

  • Manage service partner enablement project from concept to completion, including: Capability assessment, Partner onboarding, Start of operations
  •   Monitor service partner operations and engage support when needed to ensure fleet uptime Work closely with Arrival Field Support, Service Engineering, and 3rd party service partners to ensure customer success
  • Management of third party services partnerships & contracts
  • Assist with sourcing, onboarding, mentoring and managing 3rd party service partners
  • Planning and forecasting service capacity against delivery volumes
  • Summarise and present regional performance on a quarterly basis
  • Support the sales team on new business opportunities
  • Build a technical support team for all required markets
  • Manage deployment of response teams to technical issues
  • Liaise with product support engineering team to:
  • Report new issues from the field
  • Define criticality of issues
  • Raise priority of issues
  • Understand affected vehicle ranges
  • Willingness to travel (25%)
  • Wealth of experience in project, or account management, preferably in the automotive or similar technical industry
  • Experience working with customers and 3rd parties.
  • Adaptable to new ways of operating / operating models; startup or new business unit experience is preferred
  • Responsibility for managing regional operations in line with national and global strategy
  • Fleet uptime
  • Customer satisfaction
  • P&L
  • Performance to SLAs
  • Overall regional operational readiness in line with strategic direction from
  • Arrival Solutions HQ (UK)
  • Good interpersonal and presentation skills; ability to manage different channels by multitasking and bring key stakeholders together
  • Ability to work with a broad range of customers, from large fleets to individual users
  • Ability to communicate internally and externally on a technical level
  • Adaptable and able to learn new skills in a short amount of time
  •  Technical understanding/ability enough to define the issues that are being reported b􏰄 the field support team.
  • Experience managing remote teams.
  • Experience managing support and escalation functions.
  • Experience managing people and technical people.
  • Self managed.
  • Able to prioritise and manage multiple issues at the same time.

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