Aftersales Support Function

Jobtitel: Aftersales Support Function (m/w/d)
Standort: Köln, Deutschland
Arbeitsstunden: 40 Stunden
Befristet/Unbefristet

 Join the Aftersales team to drive customer service excellence and product improvements across Europe. You’ll work with cross functional teams to enhance dealer and customer experiences, analyse feedback, and implement service solutions. If you’re customer-focused, enjoy a fast-paced international environment, and want to make a real impact, we want to hear from you.

Deine Aufgaben

• Manage end-to-end customer journeys for service products, ensuring consistent experiences across digital and physical touchpoints.

• Operate product lifecycle and day-to-day execution of customer service products across European markets.
• Coordinate creation and management of IBRs/user stories; translate business requirements into functional specifications and work with IT to prioritize and deliver system enhancements.
• Support development and continuous improvement of digital customer platforms (e‑commerce, portals, websites) and collaborate with UX/UI and web development teams.
• Align with Service Operations, Warranty, and Product Operations to define business needs, claims processes, reimbursement procedures, and operational guidelines.
• Act as key operational contact for markets, retailers, internal stakeholders, and external partners; provide guidance, training materials, and market readiness support.
• Partner with Legal/Compliance to ensure country-specific regulatory adherence and with Marketing to align product communications and campaigns.
• Monitor KPIs and product performance; identify issues, recommend and drive corrective actions and continuous improvements.
• Prepare business process documentation, customer journey maps, user stories, functional specifications, operational reports, and training/user manuals.
• Track project milestones, identify risks/dependencies, and coordinate stakeholders to ensure on-time delivery.
• Gather and analyze feedback from markets, retailers, and customers to remove pain points and improve adoption and satisfaction.

Was wir bieten

• Weiterbildungsmöglichkeiten: Unterstützung bei der beruflichen und persönlichen Weiterentwicklung
• Arbeitsumfeld: Ein dynamisches und unterstützendes Arbeitsumfeld
• Work-Life-Balance: Flexible Arbeitszeiten und Home-Office-Möglichkeiten, 31 Urlaubstage (inkl. Weihnachten, Silvester und Rosenmontag)
• Zusätzliche Leistungen: Betriebliche Altersvorsorge, Gesundheitsprogramme und Zuschuss zum Urban-Sports-Club
• Vermögenswirksame Leistungen: vom ersten Tag an