Job Description

Sales & Marketing 202509-05



Sales and Marketing



Full Time



Competitive, rewarding compensation package, based on your qualifications and experience.



Permanent



Birmingham B37 7YG, UK

About the Role

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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 Support Specialist to support the setup of technical excellence for the UK. Extensive knowledge required of total vehicle systems including powertrain, electrical and diagnostics; fault finding techniques, problem solving aptitude ability to be resourceful, methodical and consistent in approach, following correct process and working within recognised authority and appropriate escalation levels.



Reporting to the Technical Service Manager, the role requires a hands-on approach as we scale the business from the ground up. As the Technical Support Specialist, you'll have the unique opportunity to use your technical expertise and skills to shape the Changan business in the UK.



Providing technical support to the UK network, either remotely or hands on, to end user customers via our UK authorised repairer network. Working with both petrol engine (ICE) and battery electric vehicles (BEV), responsibilities include providing technicians of authorised repairer mentoring, mechanical and electrical diagnostic support with final right first time fix (RFT) remediation. To provide in field support for any Changan product related matters including Warranty, Customer Services, Quality, Engineering investigation for current and new model launches, service clinics, service and recall campaigns and promotional events. Must be prepared to travel domestically, and at times on short notice. Attention to detail, 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.

Requirements

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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

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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

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A culturally enriching role with the opportunity to build something monumentalA 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.