Service Manager - City of London - AUTEL Energy - Europe

Description

About Autel Energy

Founded in 2004, Autel Intelligent Technology Corp., Ltd. specializes in the R&D, production, sales, and service of automotive intelligent diagnostics, detection and analysis systems, and automotive electronic components.

Autel is one of the world's leading suppliers of automotive intelligent diagnostics, testing, and TPMS products and services. In February 2020, Autel was listed on the SSE STAR Market (stock code: 688208).

Autel Energy Business Overview

• Over 120 employees actively engaged in researching and developing electric vehicle charging solutions, aiming to explore sustainable development for people, vehicles, technology, and new energy.
• 7 subsidiary companies located in the United Kingdom, France, Germany, the Netherlands, Italy, Spain, and Sweden, providing local services and support.
• 4 local training centers dedicated to providing professional product technical training for our customers.
• 2 local cooperative warehousing centers to ensure stable product supply.
• 2 local research and development centers committed to continuous product innovation, providing customers with smarter, more efficient charging solutions, and exploring new opportunities in intelligent driving and new energy.

Our Team

Our team not only focuses on technological innovation but also actively participates in social responsibility projects, aiming to reduce environmental impact and promote sustainable development.

Career Development Opportunities

• Highly competitive salary and benefits package.
• Excellent career development opportunities.
• International work environment.
• Opportunities to collaborate and learn from top talents in the industry.

Requirements

We look forward to candidates who:

• Have a passion for the new energy industry and are enthusiastic about the charging pile industry.
• Possess good communication skills and a spirit of teamwork.
• Demonstrate a sense of responsibility and proactiveness.
• Candidates with relevant work experience are preferred.

About The Role

We are looking for an experienced Service Manager to oversee the service quality management, maintenance process optimization, and customer service KPI performance for EV charging solutions in the UK market.

Key Responsibilities

The ideal candidate will possess solid knowledge of charging infrastructure, AC/DC chargers, remote monitoring systems, and service contract management.

Service Quality & Process Optimization

• Collaborate with the technical support team to drive continuous improvement in service delivery quality.
• Provide professional insights into AC/DC charging technologies, including fault diagnosis and issue analysis.
• Lead maintenance process optimization, incident response mechanisms, and standardization of service workflows.
• Act as a coordination and technical interface in major service issues, ensuring efficient problem resolution for customers.

Service Operations Support

• Support the development and optimization of preventive maintenance, troubleshooting, and spare parts management processes.
• Monitor and promote the execution of Service Level Agreements (SLAs) to improve response times and customer satisfaction.
• Work with customer success, sales teams, and third-party service providers to ensure consistent service delivery.
• Responsible for the selection, onboarding, and management of service partners, ensuring their competence and competitiveness.
• Establish and monitor performance KPIs for service partners, driving ongoing improvement in service quality.
• Support the development of service partner management processes and evaluation mechanisms.

Service Performance Management & Customer Support

• Monitor key service performance indicators (KPIs) and promote data-driven continuous improvement.
• Participate in customer meetings, responsible for communicating and reporting service KPIs, and providing improvement proposals.
• Deeply understand customer requirements and coordinate resources to ensure efficient closure of technical and service issues.

Remote Monitoring & Fault Management Collaboration

• Coordinate with remote monitoring teams to enhance proactive alerting and issue response mechanisms.
• Support the application and advancement of remote diagnostics and predictive maintenance capabilities.

Qualifications & Requirements

Education & Experience

• Bachelor's degree or above in Electrical Engineering, Mechanical Engineering, or a related technical discipline.
• 5+ years of service management experience, preferably in EV charging, power electronics, or electrical infrastructure sectors.
• Experience in service process optimization or customer service performance management is a plus.

Technical Skills

• Solid understanding of AC/DC charging technologies, power electronics, and EVSE protocols (e.g., OCPP, ISO 15118, etc.).
• Familiarity with common EV charger fault types and resolution processes.
• Knowledge of remote monitoring systems, diagnostic tools, and IoT technologies.
• Experience with service contract execution and SLA tracking is preferred.

Soft Skills & Collaboration

• Strong problem-solving skills with a customer-focused mindset.
• Excellent cross-functional collaboration and communication skills.
• Ability to work independently and continuously drive service process improvements.
• Strong project coordination skills and ability to manage multiple priorities in a dynamic environment.

Preferred Qualifications

• Prior experience in EV charging industry or related power infrastructure sectors.
• Certifications in power electronics, electrical engineering, or maintenance management are a plus.
• Experience working with international customers or cross-regional service teams is an advantage.

Contact Us

Apply now and join Autel Energy to create a green future together.