Manager, Aftersales Technical Operations

Purpose

The Manager Aftersales Technical Operations is responsible for leading Czinger’s global aftersales support function and ensuring that every Czinger vehicle is supported throughout the ownership lifecycle with a level of technical expertise, responsiveness, and customer care consistent with an ultra-luxury, high-performance automotive brand.

This position leads, manages, schedules, and develops a team of Senior Aftersales Specialists responsible for providing technical support to customers, dealers, and authorized service partners. The Manager, Aftersales Technical Operations owns the coordination and prioritization of field technical activities, vehicle issue resolution, serviceability engineering, parts readiness, technical documentation, dealer service capability, and aftersales operational processes.

The role serves as a critical link between customers, dealers, Engineering, Manufacturing, Quality, Supply Chain, Parts, and Commercial teams. The Manager Aftersales Technical Operations represents the voice of the customer and service organization within product development and works proactively to improve vehicle reliability, diagnosability, repairability, and serviceability.

Success in this role requires a combination of technical automotive expertise, people leadership, operational discipline, customer orientation, and the ability to build scalable aftersales processes appropriate for an innovative, low-volume, high-performance vehicle manufacturer.

The Role

Team Leadership, Scheduling & Aftersales Operations

• Lead, supervise, coach, and develop the team of Senior Aftersales Specialists, establishing clear expectations, priorities, performance standards, and accountability.
• Manage daily and weekly workload planning, scheduling, and assignment of aftersales personnel based on customer needs, vehicle priorities, technical complexity, geography, and urgency.
• Coordinate field visits, dealer support, customer appointments, vehicle repairs, technical investigations, and other aftersales activities.
• Maintain visibility of team availability, open cases, field assignments, travel schedules, and resource requirements.
• Establish escalation protocols and ensure critical vehicle concerns receive appropriate resources and management attention.
• Conduct regular team meetings and case reviews to ensure alignment, knowledge sharing, and timely closure of outstanding issues.
• Establish measurable KPIs for aftersales performance, including response time, repair cycle time, first-time-fix rate, repeat repairs, vehicle downtime, case aging, parts availability, and customer satisfaction.
• Identify staffing, training, tooling, equipment, and resource requirements necessary to support the growing global Czinger vehicle population.
• Develop scalable aftersales processes and infrastructure to support increasing vehicle volume and geographic expansion.

Expert Technical Support & Troubleshooting

• Serve as the senior technical authority for complex aftersales concerns and provide escalation support to Senior Aftersales Specialists, dealers, service partners, and customers.
• Oversee remote and onsite diagnostics and troubleshooting at customer locations, dealerships, service facilities, and Czinger locations.
• Ensure vehicle concerns are properly diagnosed, documented, prioritized, and resolved efficiently.
• Lead or coordinate root cause analysis for complex, recurring, or high-impact vehicle issues.
• Partner with Engineering, Quality, Manufacturing, and suppliers to identify permanent corrective actions.
• Establish standardized diagnostic and troubleshooting methodologies to improve repair accuracy and first-time-fix performance.
• Ensure technical findings from the field are communicated effectively to appropriate engineering and business stakeholders.
• Maintain visibility of open technical issues and ensure timely escalation when engineering or supplier intervention is required.

Aftersales Serviceability Engineering

• Represent Aftersales and the service technician perspective during vehicle development, engineering changes, new product introductions, and continuous improvement activities.
• Evaluate new vehicle systems, components, assemblies, and software for serviceability, diagnosability, accessibility, repair complexity, tooling requirements, and technician safety.
• Work directly with Engineering to identify design changes that improve service access, reduce repair time, simplify diagnostic procedures, and minimize vehicle downtime.
• Participate in design reviews, prototype evaluations, validation activities, and pre-production vehicle assessments from an aftersales perspective.
• Define service requirements for new components and vehicle systems before production release.
• Support development and validation of service procedures, diagnostic routines, special tools, replacement strategies, and repair methodologies.
• Provide field feedback to Engineering regarding component reliability, failure modes, repair difficulty, and opportunities for product improvement.
• Ensure lessons learned from customer vehicles are incorporated into future engineering and manufacturing decisions.

Parts Inventory & Service Readiness

• Establish and manage an aftersales service parts strategy appropriate for Czinger’s global vehicle population.
• Partner with Supply Chain, Purchasing, Engineering, Manufacturing, and Parts teams to identify critical service parts and establish appropriate stocking levels.
• Define minimum and recommended inventory levels for high-risk, high-usage, long-lead-time, and vehicle-down components.
• Monitor service parts availability and proactively identify shortages that could impact customer vehicle uptime.
• Prioritize emergency parts requirements for vehicle-down and critical customer situations.
• Support demand forecasting using vehicle population, failure data, service history, component reliability, and planned maintenance requirements.
• Establish processes for service parts ordering, allocation, shipment, tracking, returns, and disposition.
• Coordinate development and availability of special tools, diagnostic equipment, service equipment, consumables, and other materials required to properly service Czinger vehicles.
• Work cross-functionally to reduce parts-related vehicle downtime and improve global service readiness.

Technical Documentation & Knowledge Management

• Own the development, accuracy, organization, release, and continuous improvement of aftersales technical documentation.
• Coordinate creation and maintenance of service manuals, repair procedures, diagnostic guides, troubleshooting trees, technical service bulletins, maintenance schedules, inspection procedures, parts information, and dealer communications.
• Ensure documentation reflects current vehicle specifications, engineering changes, software releases, and field learnings.
• Develop standardized processes for documenting vehicle concerns, diagnostic findings, repairs performed, parts replaced, and final resolution.
• Establish a searchable technical knowledge base that captures field experience and enables faster diagnosis of future vehicle concerns.
• Ensure technicians and service partners have access to current and accurate service information.
• Work with Engineering to translate highly technical engineering information into clear and effective service procedures.

Customer & Dealer Engagement

• Ensure Czinger customers receive a highly responsive, discreet, personalized, white-glove aftersales experience.
• Serve as the management escalation point for significant customer or dealer technical concerns.
• Build strong relationships with customers, dealers, and authorized service partners.
• Establish dealer support frameworks including structured technical calls, remote diagnostics, onsite support, and escalation procedures.
• Monitor significant customer cases from initial concern through final resolution and follow-up.
• Coordinate complex repairs and vehicle recovery plans when vehicles cannot be repaired through normal service channels.
• Communicate clearly with customers and dealers regarding diagnosis, repair plans, timing, parts availability, and resolution.
• Partner with Commercial and Sales leadership to ensure the ownership experience reinforces Czinger’s brand positioning and customer promise.

Quality, Reliability & Continuous Improvement

• Establish a structured feedback loop between field service activity and Engineering, Quality, Manufacturing, and Supply Chain.
• Track and analyze vehicle issues, failure trends, repeat repairs, warranty activity, parts consumption, and customer concerns.
• Identify systemic issues and prioritize corrective actions based on customer impact, frequency, severity, safety, cost, and vehicle downtime.
• Participate in root cause analysis and corrective action processes for significant field concerns.
• Provide regular reporting on fleet health, open technical cases, recurring issues, repair performance, parts readiness, and customer-impacting concerns.
• Champion continuous improvement initiatives that increase vehicle reliability, improve service efficiency, and reduce total vehicle downtime.
• Ensure field learnings are captured and incorporated into future vehicles, components, software, service procedures, and training.

Warranty & Repair Administration

• Support development and administration of warranty policies, repair authorization processes, and claim documentation.
• Ensure repairs are properly documented, including diagnostic findings, labor performed, parts replaced, software updates, and root cause where known.
• Review significant repair expenditures and unusual warranty situations as appropriate.
• Analyze warranty and repair data to identify emerging technical or financial trends.
• Partner with Finance and Commercial leadership to understand aftersales costs and opportunities to improve cost effectiveness without compromising the customer experience.

Basic Qualifications

• 8+ years of progressive experience in automotive aftersales, field technical operations, dealership service, vehicle engineering, technical support, or a related discipline.
• 3+ years of demonstrated leadership experience managing technical personnel, field teams, technicians, or service operations.
• Proven ability to lead and prioritize multiple complex technical cases in a fast-paced environment.
• Strong technical knowledge of vehicle systems including electrical/electronic architecture, powertrain, chassis, vehicle dynamics, diagnostics, software, and network communications.
• Demonstrated experience performing or leading advanced vehicle diagnostics and root cause analysis.
• Experience coordinating cross-functional resolution of complex technical issues involving Engineering, Quality, Manufacturing, suppliers, and service personnel.
• Experience developing or managing automotive service procedures, technical documentation, or diagnostic processes.
• Understanding of automotive service parts, inventory planning, tooling, and service readiness.
• Strong organizational and project management capabilities with the ability to manage multiple priorities simultaneously.
• Demonstrated ability to lead, coach, develop, and hold team members accountable.
• Excellent written and verbal communication skills, including the ability to translate complex technical information for customers, executives, dealers, and technicians.
• High level of professionalism and discretion when interacting with executive-level and high-net-worth clientele.
• Ability to work independently and make sound decisions in high-pressure customer and technical situations.
• Willingness and ability to travel up to 50% domestically and internationally to customer locations, dealerships, service partners, events, and other company facilities.

Preferred Qualifications

• Experience leading aftersales, field service, technical operations, or service engineering within an OEM or low-volume vehicle manufacturer.
• Experience with ultra-luxury, exotic, motorsport, or high-performance automotive brands.
• Experience supporting limited-production vehicles and highly individualized customer requirements.
• Knowledge of carbon fiber, composites, additive manufacturing, and other advanced lightweight materials and manufacturing technologies.
• Familiarity with hybrid and electrified powertrains, high-voltage systems, advanced vehicle software, control systems, CAN communications, data logging, and telematics.
• Experience participating in vehicle development programs and Design for Serviceability / Design for Maintainability activities.
• Experience developing service parts strategies and managing critical service inventories.
• Experience developing technical service documentation, diagnostic procedures, technical service bulletins, and technician training materials.
• Familiarity with warranty administration, field quality reporting, failure analysis, and corrective action methodologies.
• Experience implementing or managing service case-management, dealer technical support, parts, warranty, or knowledge-management systems.

Key Performance Indicators

Performance in this position may be measured against:

• Customer vehicle uptime and total vehicle downtime.
• Aftersales response and case resolution time.
• First-time-fix and repeat-repair rates.
• Aging of open technical cases.
• Customer and dealer satisfaction.
• Critical service parts availability and fill rate.
• Technical documentation completeness and accuracy.
• Dealer and service partner readiness.
• Effectiveness and timeliness of field-to-engineering issue escalation.
• Closure of root cause and corrective action activities.
• Team utilization, responsiveness, development, and performance.
• Successful service readiness for new vehicles, systems, software releases, and markets.

Work Environment

• Fast-paced, technically advanced, high-performance automotive environment.
• Regular interaction with customers, executive leadership, engineering teams, manufacturing personnel, suppliers, and global dealership partners.
• Work performed at corporate facilities, engineering and manufacturing locations, dealerships, service centers, customer locations, and automotive events.
• Frequent handling of sensitive customer and vehicle information requiring a high degree of discretion.
• Domestic and international travel required for customer support, dealer development, technical investigations, training, and other aftersales activities, up to 50%.
• Flexibility may be required outside normal business hours to support urgent customer or vehicle-down situations across multiple time zones.