Requirements: English
Company: Marlex
Region: Madrid , Community of Madrid
MARLEX, is recruiting a Roadside Assistant Specialist with advanced English for a leading multinational in the automotive sector.
Responsible for the operation and continuous development of Roadside Assistance as a group function (automobiles...) for Spain and Portugal.
Key accountabilities of the function:
- Roadside Assistance (RSA) for passenger vehicles:
- Define the scope of RSA services in alignment with Customer Support and the parent company.
- Monitor RSA performance, identify areas for improvement, and implement corrective measures.
- Develop processes, methods, and tools to prevent breakdowns via Help on phone and/or enhance Repair on spot.
- Define the number and location of service vehicles in collaboration with RSA providers.
- Ensure RSA providers deliver a premium customer experience by tracking NPS.
- Develop and monitor action plans with service providers to ensure high-quality support.
- Ensure use of internal tools and systems by RSA providers.
- Oversee lead management processes related to RSA operations.
- Define training requirements for RSA agents in coordination with internal training departments.
- Manage and track the Roadside Assistance budget.
- Establish processes and collaboration frameworks with the dealer network (e.g., courtesy vehicles).
- Participate in group-level workshops related to Roadside Assistance.
- Lead the tendering process for RSA service providers.
- Mobility Fleet:
- Manage the groups Mobility Fleet to ensure its use by dealers for providing courtesy vehicles in cases of breakdowns, warranty repairs, or technical interventions.
- Monitor usage and distribution of the national Mobility Fleet.
- Determine the appropriate number of mobility vehicles per dealership based on volume and usage.Assess the impact of courtesy vehicle services on customer satisfaction indicators such as NPS.
Profile requirements:
- Minimum 3 years experience in Sales, Aftersales in the automotive industry, or in a Roadside Assistance/insurance company.
- Advanced English.
- Portuguese highly recommended.
- Advanced MS Office skills.
- Problem-solving mindset with strong interpersonal and collaboration skills.
- Analytical and conceptual thinking logical, creative, and strategic.
- Ability to analyze complex situations and identify priority areas for improvement.
- Solid knowledge of the automotive business and negotiation skills.
- Familiarity with General Data Protection Regulation (GDPR) is a plus
What we offer:
- Permanent contract.
- Gross annual salary: 30,00036,000 + bonus + benefits.