About Fisker Inc.
California-based Fisker Inc. is revolutionizing the automotive industry by developing the most emotionally desirable and eco-friendly electric vehicles on Earth. Passionately driven by a vision of a clean future for all, the company is on a mission to become the No. 1 e-mobility service provider with the world’s most sustainable vehicles. To learn more, visit www.FiskerInc.com – and enjoy exclusive content across Fisker’s social media channels: Facebook, Instagram, Twitter, YouTube, and LinkedIn. Download the revolutionary new Fisker mobile app from the App Store or Google Play store.
Role Description
As the Manager, Roadside Assistance Europe you will support the global lead in defining the scope, schedule, and cost required for a European/Global Roadside Assistance program to achieve operational excellence. You are a champion for continuous improvement and will nurture this culture while working with different cross-functional teams and key stakeholders to drive process improvements as a common goal. You will work closely with the global lead, Roadside Assistance Manager based at our HQ in Manhattan Beach, California.
The successful candidate will drive unrivalled service, optimal customer experience and robust solutions. You will have strong analytical ability, exceptional communication skills, ability to build business partnerships with third party providers and ability to resolve challenging problems with minimal guidance. You will plan and implement European/Global Roadside Programs and processes to support objectives and to ensure integration with the broader Fisker Aftersales strategy. Additional activities include providing specialized consulting, project management and support across Fisker for focused Aftersales initiatives.
The position is based in Munich, Germany and travel is required based on business needs.
Responsibilities
- Support in the development and execution of the Fisker Roadside and alternate transportation program, including brand standards, service level agreement definition standards with alignment to Fisker requirements and engineering specifications
- Create Fisker Roadside and Alternate Transportation workflow for B2C and B2B applications.
- Collaborate and align with other business units to ensure process work-flow synergies
- Implement Service provider opportunities for operational efficiency. This includes development, management, and expansion of a world class service provider network.
- Responsible for correct procedures and processes, training, improvement of resource management and developing KPI’s for reporting
- Develop rapport with Service Providers by utilizing an engaging, genuine, and proactive approach with regular communication
- Assist in preparing a performance improvement plan for providers who are not currently meeting performance expectations. Monitor provider’s progress to meeting our standard
- Assist in supporting Fisker’s Customer Relations Team to establish super-efficient call handling procedures; develop and enhance internal tools, processes, and guidance materials
- Evaluate customer feedback and engage in customer interaction to solve root causes and increase the overall customer experience from start to finish
- Proactive and responsive resolution of network and service provider concerns, issues, and problems within 48 hours
- Flexible availability to support 24/7 operations as needed
Basic Qualifications / Knowledge / Experience
- Bachelor’s degree or equivalent work experience required.
- Five years of diverse OEM automotive experience, customer relations and retail operations a plus.
- Service core process and customer handling operations expertise, brand standards and a solid working knowledge or relationship management
- Capable of managing projects
- Proficient in the use of Microsoft office applications such as Word, Excel, PowerPoint, Outlook, and Explorer.
- Exceptional communication skills.
- Independent / Self Starting.
- Punctual and reliable.
- Good working ethic and team player.
- Eager to learn.
- Fluent spoken and written English.
Preferred Skills / Experience / Competences
- Drive for Results: Drive for high performance, take responsibility and work towards planning targets, overcoming obstacles, setbacks, and uncertainty.
- Business Acumen: Contribute to the company strategy and align the strategic priorities of own area with the direction and strategic priorities of the broader organization.
- Customer Centricity: Anticipate evolving customer needs and how to address them, doing the right thing in the right way.
- Decision Making: Make timely, informed decisions that consider the facts, goals, constraints, and risks.
- Analytical Thinking: Gather relevant information, identify key issues, compare data from different sources; draw appropriate conclusions to arrive at appropriate solutions.
- Teamwork & Collaboration: Facilitate collaboration, actively engaging and to make joint decision and share best practices.
- Displays Global Perspective: Convey an understanding of the organization's global market position, opportunities, capabilities, and competitive threats and take cultural issues and geographic differences into account when making plans and decisions.
Additional Requirements
Fisker Inc. is an Equal Opportunity Employer; employment at Fisker Inc. is governed based on merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.