Manager Technical Services & Information - #930954

We are the brand for forward-thinkers. We celebrate challenging conventions and shaping the future of electric mobility. We focus on the essentials to bring perfection to customers. We make urban life more enjoyable and entertain our customers with new impulses.

Ever since smart exists, we rewrite the automotive industry’s rulebook. In the 1990s, we undermined the predominant philosophy of ‘bigger is better’ and designed a revolutionary car. Since 2020 we are the first car enterprise that switched to 100% electric! We aim to transform into a leading player in urban premium, electric & connected mobility provider.

Are you a forward thinker too? Then join us now!

Objective of Job

The Technical Services and Information Manager is responsible for leading the development, delivery, and continuous enhancement of technical information, tools, processes, technical services and systems to ensure accurate and efficient vehicle servicing in line with regulatory requirements. In addition, this role ensures that independent market operators have access to Repair and Maintenance Information (RMI) in full compliance with the European legislation. Furthermore, it plays a key role in advancing the safe and sustainable handling of high-voltage systems and batteries, with a strong focus on battery lifecycle management such as battery repair, recycling and second-life solutions.

Your Responsibilities

Technical Services and Information

• Manage the end-to-end processes of technical information, from content creation and validation to translation, review, improvement and final publication, ensuring a timely and efficient handling and provision to all stakeholders
• Manage and support the development, improvement and provision of high-quality technical services such as repair procedures, parts information, special tools and workshop equipment for smart service- and repair workshops (internal/external)
• Define, implement, and optimize related IT-systems to ensure the accuracy, consistency, and functionality of technical information and services
• Manage and support the development, improvement and provision of high-quality technical services such as repair procedures, parts information, special tools and workshop equipment for smart service- and repair workshops (internal/external)

Repair and Maintenance Information (RMI) to Independent Market Operators

• Develop concepts and processes for the implementation and provision of RMI packages to Independent Market Operators in accordance with the given EU regulations (e.g., EU 2018/858)
• Leverage and further develop the available smart system landscape to ensure seamless access to RMI for Independent Market Operators
• Manage all requests from Independent Market Operators and regulatory authorities, and maintain a continuous communication to ensure timely and accurate support
• Negotiate and agree pricing, licensing, and contractual agreements (e.g., NDAs, licensing agreements, and certificates) with IAM operators, in alignment with internal and external legal and compliance departments

High-Voltage and Battery Lifecycle Management

• Develop and implement strategies and business concepts for a sustainable high-voltage battery lifecycle, covering transport, handling, repair, second-life applications, recycling, and disposal in compliance with industry, environmental and EU regulatory requirements (e.g., EU New Battery Regulation)
• Create, maintain, and continuously refine high-voltage battery (HVB) process guidelines, ensuring alignment with the latest technological advancements in close alignment with internal and external stakeholders
• Oversee, monitor, and coordinate technical support activities related to high-voltage systems and batteries, ensuring efficient troubleshooting, knowledge transfer, and best practice implementation across the smart service network

Cross Functional Knowledge Management

• Identify knowledge gaps by analysing departmental needs, gathering feedback, and facilitating regular cross-functional exchange between Customer Services, Engagement and Sales
• Standardize and document processes by creating clear, consistent, and accessible guidelines, best practices, and reference materials for all involved teams
• Translate insights across functions by collecting customer feedback and operational data and ensuring relevant information reaches the right teams to support aligned decision-making
• Drive a knowledge-sharing culture by promoting collaboration, implementing user-friendly knowledge tools, and supporting teams with targeted training and onboarding

Strategy & Coordination

• Act as a central interdisciplinary contact within the smart vehicle ecosystem, facilitating cross-functional collaboration and knowledge exchange
• Engage with business partners, proactively challenging and optimizing existing processes and methodologies to drive continuous improvement
• Serve as the primary escalation point for internal and external stakeholders, ensuring efficient issue resolution and alignment with strategic priorities
• Leverage AI-technology to enhance process efficiency, service innovation, and business performance within the scope of responsibility

Functional Team Lead

• Supervise, guide, and empower team members to ensure the timely and high-quality execution of all tasks, fostering a culture of excellence
• Lead, motivate, and develop a diverse team in an international and virtual work environment, promoting collaboration and efficiency across a European operation
• Cultivate an inclusive, open, and high-performance work culture, encouraging innovation, continuous learning, and cross-functional synergy
• Build and nurture strong relationships across individuals, teams, and organizations, fostering long-term collaboration that drives business success

What you bring along:

Education

• Degree as Bachelor or Master in Automotive Engineering, Electrical Engineering, Mechanical Engineering, or a comparable technical field
• Additional certifications in high-voltage systems, battery technology, or automotive diagnostics are a plus
• Training or certification in project management is advantageous

Professional Experience

• Proven experience of functional leadership of teams and/or projects (3+ years)
• Experience in leading cross-functional teams and projects
• Distinctive operative experience in the area of an automotive After-Sales Retail- or market organization
• Preferably, experience with diverse cross-cultural environments (+2 years)

Knowledge / Functional Expertise

• In-depth understanding of automotive repair-, maintenance and diagnosis processes, repair procedures, spare parts, labor times, workshop equipment and special tools
• Proven ability to develop and implement standardized service processes, technical information and guidelines
• Comprehensive knowledge of high-voltage vehicle systems and batteries including battery lifecycle management covering battery repair and second life/recycling solutions
• Excellent verbal and written communication skills, including writing routine reports and correspondence
• Fluency in English is required; additional European languages are a plus

Key Competencies / Soft Skills

• Leadership & Team Management – Ability to lead and develop a team of technical experts in a dynamic environment
• Customer & Quality Orientation – Strong commitment to delivering high-quality output whilst putting the customer first
• Communication & Stakeholder Management – Excellent ability to communicate clearly and collaborate with internal and external partners
• Adaptability & Innovation – Willingness to embrace emerging technologies and evolving industry trends

We're building a workplace where amazing people like you can do their best work. Together with us, you enjoy the agile working atmosphere with cross-European responsibilities. We're creating a culture where personal and professional growth are as important as business growth. Together with us, you will build a diverse and inclusive environment where you feel you belong to. We empower you to have ownership over work