Aftersales Lead | Norway

Job description

The opportunity We are currently looking for a Aftersales Lead which internally will be called Customer Service Lead. This person will be a key member of Polestar`s Customer Service Operations team where you will serve as a primary point of contact for workshops and external partners, where you will ensure smooth communication and collaboration, be responsible for coordinating service operations, addressing queries and providing support to workshops and partners to maintain a high service standard. A strong technical understanding of modern vehicles is a key requirement for this role. As Aftersales Lead, you will be responsible for driving product quality by identifying quality trends, analyzing field data, and leading investigations into vehicle-related issues. Working closely with engineering, service partners, and cross-functional teams, you will ensure that product concerns are escalated, root causes are identified, and corrective actions are implemented. Strong technical competence, analytical skills, and a passion for improving product quality are essential for success in this role. This position is located at Polestar Norway HQ in Fornebu, Oslo. This role will mainly work onsite to really connect with your department and be able to better collaborate with the rest of our Polestar team. With this new position our Customer Service team will grow from one to two people where both will report directly to our Head of Customer Experience. Frequent business travel to our service and retail partners is an integral part of this role, and will be required on a regular basis. The responsibilities In this role, you will be expected to drive aftersales performance, service quality and sustainable business growth across the network. As member of the Customer Service department in Norway you will be an important part of developing performance across the network as well as internally within the department. See below for a more thorough breakdown of the various tasks and areas you will be responsible for: Drive aftersales performance, service quality, and sustainable growth across Polestar’s service network. Support service partners in solving operational and technical challenges while maximizing customer retention and revenue. Analyze key aftersales KPIs and translate insights into actions that improve profitability and service performance. Lead continuous improvement initiatives that optimize operations and enhance customer experience. Deliver strategic service market projects and build strong partner relationships to grow revenue, loyalty, and network performance. The ideal candidate To succeed in this role, and at Polestar In general, there are a few characteristics you will need to have. Curiosity. Flexibility. Tenacity. You will also need to have the ability to take initiative, build long-term relationships and have an eye for possible improvements and growth opportunities in a dynamic environment. You are driven by taking ownership, responsibility, optimalisation and collaboration. It is preferable that the candidate also has a strong analytical sense as well as having a strategic mindset to transform insights into initiatives. In addition, you will need the following qualifications: Solid experience within automotive aftersales, service network operations, or customer service management. Relevant degree in Business, Finance, Engineering, or equivalent professional experience. Experience from the Polestar Service Network is considered a strong advantage. Demonstrated ability to lead cross-functional projects and drive business and service improvements. Strong data analysis capabilities with a track record of turning customer and operational insights into measurable results. The process If you find the position interesting and the above description matches your ambitions, be sure to apply. Our selection process is ongoing, and the job advert will remain open until it’s filled. The Polestar journey is an electric one.