Lotus Cars builds world-class, high-performance and lightweight sports cars that are sold all around the world.

To bring the company to the level we want it to be, Lotus is recruiting for a Regional Aftersales Manager to join the Lotus Asia-Pacific / Middle East Regional Team

Summary:
This role will be responsible for Asia-Pacific countries on a permanent basis. Reporting to the Head of After Sales, the Regional Aftersales Manager is responsible for providing business / customer service support, either remotely or hands on, to end user customers via our authorized dealer network.

This role will be responsible for guiding the business to the planned business targets and any customer complaint resolution. This also include providing on-field support for any Lotus product related matters including Warranty, Customer Services, Quality, new model launches, service and recall campaigns and promotional events.

What you'll do:

• Manage the after-sales business performance for the relevant region. Monitor and evaluate the retail and wholesale performance of spare parts, vehicle accessories and merchandise articles as well as all after sales related KPIs and targets of the assigned importers and assist and steer them to achieve their business targets.

• Analyse business results and derive future business potential, new revenue and profitability streams, market activation fields and white spots. Also define focus areas for the markets incl. associated measures/initiatives that lead to the achievement of their long-term goals.

• Conduct business discussion on the strategic development of the markets in the relevant region (medium and long term) and create a long-term after-sales business development strategy together with the importers based on the market potential and a gap analysis of the specific market in line with the long-term strategies of Lotus.

• Ensure after-sales customer satisfaction for the region by monitoring their performance and propose appropriate actions to improve the customer experience in the markets

• Conduct regular market visits and perform dealer audits

• Creation of processes and guidelines to optimize technical inquiries and to increase the self-solution rate at the dealers

• Support Lotus Retailer Partners in the resolution of customer issues within the network

• To keep pace with the latest technical developments in the automotive industry & all Lotus product information in an up-to-date and orderly manner

• Assist with the Over-The-Air software rollout to the end-customers and its relevant issues along the software delivery process

• Assist with the rollout of service campaigns from the technical team

• Review and approve warranty claims from Lotus Retailer Partners, including goodwill request and pre-approval request

• Conduct annual warranty claim parameters review for Lotus Retailer Partners

• Conduct various audits as required by the business e.g. dealer standard audit / warranty compliance audit / partner closing audits etc

• Support with the setting up of new Lotus Retailer Partners

• Any other tasks assigned by the management, include but not limited to:

• Assist with vehicle / parts / aftersales homologation as and when required

What you'll bring:

• Essential:
  Degree level in a business discipline (Mechanical, automotive or similar) is an advantage

• Good knowledge of regional dealer network

• Work experience in a car dealership/workshop, OEM experience (manufacturer, NSC, regional office) is an advantage

• At least 7-10 years of proven experience in the automotive industry in technical areas, retail and/or regional office

• Understanding of the entire after-sales process in a workshop from customer reception to workshop processes / parts supply / warranty processes and bodyshop

• Good communication skills are essential, specifically the ability to communicate detailed instructions with technical and non-technical staff from different markets

• Ability to speak and write English at a business level

• A customer centric approach to every aspect of aftersales operations

• Consistently deliver on promises and commitments

• Willing to engage directly with end user customs in sometimes challenging and sensitive situations

• Accurate and concise report writing and proficient use of Excel/Word/PowerPoint

• Must be prepared to travel at short notice (Travel requirement: 25% - 50%)

• Must hold a full, clean driving licence

• Role will be based in Singapore

Desirable:

• Knowledge of common automotive materials, their properties, and manufacturing processes and techniques

• Able to speak Mandarin is a plus

About Lotus:
Lotus Cars is based in Hethel, Norfolk, UK, and is the global headquarter for sports car and hypercar manufacturing operations, the Lotus Advanced Performance Centre and the iconic 2.2-mile test track.

Lotus builds world-class high-performance cars, born out of legendary success on the racetrack including 13 FIA Formula 1 world titles and many other championship honours. In July 2021 Lotus unveiled the all-new Lotus Emira, its last petrol-powered sports car and best-of-breed, and in July 2019 it launched the Evija, the world’s first all-electric British hypercar.

The latest new model from Lotus is the Eletre. Unveiled in March 2022, it has the soul of a sports car and the usability of an SUV. It is pure electric, and represents a clear vision of the future ambition of the company.

The ongoing transformation of Lotus, from a UK sports car company to a global performance car business and brand, is laid out in the company’s Vision80 strategy. It states what Lotus will be in 2028 when we celebrate our 80th anniversary. We welcome talented, creative and motivated people to join us on our journey.

We offer you all the advantages of working for a prestigious high-tech automotive company. You will find a purpose-built facility; with all the tools and equipment you need to do an outstanding job. You will benefit from our fast-paced learning environment and our track record in designing and manufacturing thoroughbred sports cars over the last seven decades.

We reserve the right to close this role early if a high volume of applicants is received.