RSA (Roadside Assistance) Manager

As the first overseas subsidiary of BYD group, our main focus is to provide European customers with new energy vehicles, rechargeable batteries, solar panels, energy storage systems and other new energy products, as well as related after-sales services.

An Automotive RSA (Roadside Assistance) Manager is responsible for overseeing and managing the operations of a roadside assistance program within an automotive organization. The role ensures that customers receive timely and effective roadside support in the event of a breakdown or emergency. The RSA Manager works to maintain high levels of customer satisfaction by managing the performance of the RSA team, coordinating with service providers, and ensuring the smooth operation of the service infrastructure.

Key Responsibilities:

1. Program Management

• Oversee the day-to-day operations of the roadside assistance program, ensuring it meets or exceeds customer expectations for responsiveness, quality, and efficiency.
• Develop and maintain operational procedures for handling roadside assistance requests, including communication with customers, service providers, and internal teams.
• Ensure that RSA services are provided 24/7, including managing on-call rotations and service provider availability.

Vendor and Service Provider Management

• Establish and maintain relationships with third-party service providers, such as towing companies, repair shops, and tire service providers, ensuring they meet service level agreements (SLAs).
• Negotiate contracts and rates with service providers to ensure competitive pricing and optimal service quality.
• Monitor the performance of service providers, evaluating their response times, customer satisfaction ratings, and compliance with contractual obligations.

Customer Support and Issue Resolution

• Ensure the smooth and efficient handling of customer roadside assistance requests, from initial contact through to resolution.
• Resolve escalated customer complaints, ensuring a high level of satisfaction in emergency or high-pressure situations.
• Develop and implement processes for improving customer experience and reducing wait times during roadside assistance calls.

Operational Reporting and Data Analysis

• Monitor key performance indicators (KPIs) such as response times, customer satisfaction, and operational costs to assess program effectiveness.
• Regularly report on RSA program performance to senior management, identifying trends, challenges, and opportunities for improvement.
• Analyze customer feedback and program data to continuously improve service delivery.

Training and Development

• Develop and deliver training programs for RSA staff and service providers to ensure they are knowledgeable and equipped to handle customer needs effectively.
• Provide ongoing coaching and performance feedback to RSA team members to improve service quality and team morale.
• Ensure RSA team members are trained in customer service best practices and emergency response protocols.

Budget and Cost Management

• Manage the RSA program budget, ensuring cost-effective use of resources while maintaining high service quality.
• Identify opportunities for cost reduction while maintaining or improving the level of service provided.
• Oversee invoicing, billing, and payment processes for service providers.

Technology and Tools

• Oversee the implementation and use of technology platforms for managing RSA requests, such as customer service software, GPS tracking, and dispatch systems.
• Ensure RSA teams and service providers have the necessary tools and resources to deliver prompt assistance.
• Stay updated on emerging technologies in the automotive roadside assistance field, exploring potential improvements to the program.

Compliance and Safety

• Ensure that all roadside assistance services comply with legal and safety regulations, including industry standards and best practices.
• Implement safety protocols for service providers and RSA team members to follow when responding to roadside incidents.
• Regularly review and update procedures to ensure compliance with applicable laws and regulations.

Continuous Improvement

• Evaluate the effectiveness of the RSA program, making recommendations for process improvements or adjustments based on performance data and customer feedback.
• Implement initiatives aimed at improving response times, service quality, and overall customer satisfaction.
• Work with cross-functional teams to ensure RSA service aligns with the company's broader customer service objectives.

Key Skills and Qualifications:

1. Customer-Centric Focus

• Strong focus on customer satisfaction and service excellence, especially in emergency situations.
• Ability to handle stressful situations and manage customer expectations effectively.

Leadership and Team Management

• Proven ability to lead, motivate, and manage a team of roadside assistance personnel and third-party service providers.
• Ability to foster a positive and collaborative team environment.

Vendor and Contract Management

• Experience in negotiating and managing contracts with third-party service providers (e.g., towing, repairs, etc.).
• Ability to evaluate vendor performance and ensure compliance with service level agreements (SLAs).

Problem-Solving and Decision Making

• Strong problem-solving skills to resolve customer issues and manage emergency situations effectively.
• Ability to make quick decisions, especially in high-pressure or urgent scenarios.

Communication Skills

• Excellent verbal and written communication skills for coordinating with customers, service providers, and internal teams.
• Ability to clearly explain complex procedures and service details to customers and stakeholders.

Operational and Performance Management

• Ability to monitor and analyze performance data, identifying trends and areas for improvement.
• Proficiency in managing operational budgets and resources to optimize the performance of the RSA program.

Technology Proficiency

• Familiarity with customer service management software, GPS tracking systems, and dispatch platforms.
• Experience with data analysis tools and performance monitoring systems to track program metrics.

Industry Knowledge

• Familiarity with the automotive industry, including vehicle types, common breakdown issues, and standard roadside assistance procedures.
• Knowledge of legal and regulatory requirements related to roadside assistance services.

Negotiation and Contracting Skills

• Ability to negotiate with service providers to ensure cost-effective, high-quality services.
• Experience managing vendor contracts and ensuring compliance with terms and conditions.

Education and Experience

• A bachelor's degree in business management, logistics, customer service, or a related field is often preferred.
• Several years of experience in automotive services, roadside assistance, or customer service management.
• Previous experience managing a team and working with vendors or service providers is highly valued.

The Automotive RSA Managerplays a crucial role in delivering efficient and customer-focused roadside assistance services. This position requires strong operational management skills, a customer-first mindset, and the ability to collaborate with service providers to ensure quick and effective support for customers experiencing vehicle issues. The RSA Manager's leadership and ability to resolve problems swiftly and professionally can significantly impact customer satisfaction and loyalty.

We offer:

• Performance and experience-based competitive remuneration, pension plan.
• 25 holidays + option to purchase 5 extra holidays.
• Commuting allowance.
• Department & company-wide teambuilding events.
• An exciting opportunity to lead the European transition to Zero Emissions transportation and de-carbonization of the economy.

Our Purpose is to build a zero-emission future that reconnects humanity with nature and a World of clean air. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team

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