About Changan
Changan Automobile, one of the world's leading automotive manufacturers from China, brings a rich heritage and global reach to the UK market. With a presence in Europe & UK since the early 2000s through design and R&D centres, Changan has now established its UK National Sales Company, marking a new commitment to the region. Operations across multiple European markets will begin in 2025, introducing Changan's vehicle line up that blends European design excellence with advanced Chinese technology. Driven by innovation and quality, Changan is excited to deliver intelligent, stylish, and sustainable mobility solutions tailored for Europe & UK.
Overview of Role
We are seeking an experienced Technical Service Manager to support the setup of technical excellence in the UK. Extensive knowledge required on Training, Warranty and Technical fields in OEM and market based automotive fields. Strong problem solving aptitude ability to be resourceful, methodical and consistent in approach, following correct process and working within recognised authority and appropriate escalation levels to achieve objectives.
Reporting to the After Sales Director, the role requires a hands-on approach as we scale the business from the ground up. As the Technical Service Manager, you'll have the unique opportunity to use your technical expertise and skills to shape the Changan business in the UK.
Ensuring high levels of performance in the interest of customer satisfaction. This will be aligned with and supported by the teams in UK and China and delivered to the same outstanding levels as the Changan product.
The role will be based at our NSC in Birmingham.
Requirements
A recognised qualification or relevant experience within the automotive environment
At least 10 years technical/warranty/training knowledge, 3 years should be in managerial role and minimum 2 years Warranty claim analysis experience
Financial experience is essential
Ability to lead, motivate and coach teams and support the wider leadership group in other cost management activities
Candidates must be self motivating, demonstrate initiative and enthusiasm and understand warranty standards
Systems experience of Excel, Microsoft Office, SAP
Good business acumen
High accuracy / numeracy skills
Excellent analytical and problem solving ability
Ability to build and maintain effective relationships
Passion for improving customer satisfaction
Agility and flexibility
Excellent communication skills – both written & verbal
Commitment to getting the job done by fixed deadlines
Possess passion for technology and digitilisation in the automotive industry
Duties & Responsibilities
Warranty/Maintenance:
Working with the Changan Headquarters and IT function, support and drive the development of the systems required to manage warranty and service claims
Develop the UK Warranty Policy & Procedures manual
Plan and execute regular, comprehensive dealer warranty, service plan, and courtesy vehicle audits
Develop annual warranty and maintenance plan budget
Monitor the effectiveness of warranty and maintenance plan programs
Conduct comprehensive studies to monitor competitiveness of brand specific maintenance plan
Develop and implement strategies that ensure competitive cost of ownership and SMR for fleet and retail customers
Report dealer and company performance vs objectives
Identify risk of warranty process
Issue monthly warranty report and plan expenditure
Monitor and update policies and procedures in line with Changan guidelines
Technical:
The setup of the Changan technical support hub and body shop programmes
Working with the Changan Headquarters and IT function, support and drive the development of the systems required to manage technical support and product information
Deployment programmes for technical inductions & training of dealer technical staff to improve overall diagnostic skill and repair capabilities
Development of eLearning online content, FAQ, Q&A and regular dealer update content to drive communication consistency
Host technical conferences with technicians, accident repair centre staff, RSA and customer call centre teams to ensure quarterly updates are provided to drive coherence in customer service delivery.
Own and manage the Recall process, working closely with the customer care team to deliver outstanding customer satisfaction programmes
Ensure local government reporting requirements are met and inline for Recall uptake reports, battery reporting as per market requirement
Attend regular technical training and upskill where needed to be the expert with broad familiarity with all types of Changan automotive products
Good understanding of BEV architecture, experience with battery suppliers, processes on life-cycle initiatives including battery swap programmes and lid-off repair.
Assisting internal and external customer service in the diagnosis of complex vehicles, required specialist technical assistance
Provide technical leadership to field service engineers, dealer technicians and suppliers for roadside assistance and forward vehicle logistics teams
Lead and manage diagnostic, special tooling and equipment programme
Operations:
Develop standards that support the warranty and maintenance plan objectives
Approval and processing of payment of all warranty and maintenance claims
Evaluate standards, policies and procedures to ensure accurate and auditable efficiencies
Warranty parts scrapping, core parts return management
Support marketing fleet vehicle preparation with technical assessments
Deliver battery lid-off repair support initiatives with suppliers like CATL
Other Features
A culturally enriching role with the opportunity to build something monumental
A diverse, multinational team
Start-up energy within secure corporate structures
Competitive, rewarding compensation package, based on your qualifications and experience
If you are selected for an interview, our recruitment team will contact you directly. Unfortunately, due to the high volume of applications, we are unable to inform the candidates who are not shortlisted or provide specific feedback.