The Manager of Customer Service EMEA APAC will lead the efforts of our Customer Service team throughout the EMEA and APAC regions. Your team is the primary technical support interface between the Dealer / Distributor network, the motorcycle owners and our company. In your role you serve as the escalation point in helping team members resolve roadblocks, and you must be comfortable assisting with day-to-day support activities as well as resolving difficult interpersonal situations. You will be leading a team of international Customer Service Representatives working within the Noord-Scharwoude office. You will be also working closely with the Factory Service Center team and Field Service Engineers to ensure Technical Cases and Claims are resolved in a timely manner to reduce the Mean Time To Repair (MTTR).
As Manager of Customer Service EMEA APAC you evaluate and improve our processes to deliver world-class support to our target groups. Your goal is to turn Customer Service into an asset for the company that contributes positively to the Zero Motorcycles brand.
Representing the voice of our Dealer / Distributor, Motorcycle Owners and other partners, in this role you create effective communication channels and manage the flow of information between them and us. With your team you systematically collect field data. In this role you are responsible of managing legal cases for all territories together with the legal parties of each region, and you are also responsible for developing the required reports and dashboards in our reporting system to monitor the data and ensure that it accurately reflects feedback in terms of frequency, costs and ‘degree of discomfort. You share these analyses across the company to help devise prioritized and actionable solutions. You report directly to the Director of After Sales Operations EMEA APAC and you are fully working from the office (no hybrid construction or structural work from home unless justified and pre-approved).
Based on your experiences from our EMEA network, via your cross-functional collaboration you work together with the US team to drive the development of the tools, training, and documentation. Deliverables with each new model introduction include updated Dealer diagnostic tools, service manuals, owner’s manuals and global technical training programs.
