[France/Germany]After-Sales Technical Support Manager

FARIZON is an internationally leading provider of commercial vehicles with alternative drive systems.

Job Title

(France) After-Sales Technical Support Manager

(Germany) After-Sales Technical Support Manager

Location

There're 2 roles based in 2 countries—— France and Germany separately, with potential for travel across several European areas.

Job Summary

We are seeking a results-driven and customer-focused European After-Sales Service / Technical Support Manager to lead and develop our after-sales service operations across Europe. The successful candidate will be responsible for ensuring the highest level of customer satisfaction by managing service delivery, technical support, warranty processes, and spare parts logistics. This role requires strong leadership, cross-functional collaboration, and a deep understanding of European market regulations and customer expectations.

Key Responsibilities

• Develop and implement the regional after-sales service strategy in alignment with company goals.
• Set KPIs and service standards to improve customer experience and operational efficiency.

Technical Support & Warranty Management

• Oversee technical support processes, including troubleshooting, remote assistance, and on-site repairs.
• Manage warranty claims, ensure compliance with manufacturer policies, and minimize costs.

Spare Parts & Logistics Coordination

• Optimize spare parts inventory levels to meet service demand while controlling costs.
• Work closely with supply chain and logistics teams to ensure timely delivery of parts to service locations.

Customer Relationship Management

• Act as the escalation point for major customer issues and complaints.
• Conduct regular customer visits and satisfaction surveys to identify improvement opportunities.

Compliance & Reporting

• Ensure all after-sales activities comply with European regulations (e.g., CE marking, GDPR, environmental directives).
• Prepare regular reports on service performance, customer feedback, and cost analysis for senior management.

Qualifications

• Bachelor’s degree in Engineering, Business Administration, or related field; Master’s preferred.
• Minimum 8 years of experience in after-sales/service management, preferably in a multinational environment.
• Strong knowledge of European service regulations and standards.
• Proven leadership skills with ability to manage diverse teams across multiple countries.
• Excellent communication skills in English; additional European languages (German, French, Spanish) are an advantage.
• Proficient in CRM systems, ERP tools, and Microsoft Office Suite.

Preferred Attributes

• Strategic thinker with hands-on operational experience.
• Ability to work under pressure and adapt to changing priorities.