Regional Network Manager Roadside Assistance Southern Europe à Toulouse, France

The Role

We are looking for a 'Regional Network Manager Southern Europe' to assist in developing and managing the operations of a world class roadside assistance program for one of the most progressive vehicle brands in the world. Demonstrated industry knowledge of roadside assistance processes and operations is preferred, as well as an untiring focus on providing the highest service experience to our customers at all times. The right candidate will have strong analytical ability, exceptional communication skills, ability to build business partnerships with third party providers and ability to resolve challenging problems with minimal guidance.  If you are interested in becoming a part of a fast-paced team supporting the latest EV technology, we are interested in hearing from you.

Responsibilities

• Expand our service provider network by qualifying roadside provider’s ability to meet our service expectations.

• Develop rapport with Service Providers by utilizing an engaging, genuine, and proactive approach with regular communication.

• Ensure Service Providers have all necessary documents on file and meets requirements of program.

• Assist in managing and developing EMEA’s network of service providers.

• Review supplier performance reports, dive into data and engage in key reporting activities.

• Assist in preparing a performance improvement plan for providers who are not currently meeting performance expectations. Monitor provider’s progress to meeting our standard.

• Assist the Program Manager with creation and management of supplier training materials in collaboration with our training and technical teams.

• Assist in supporting Tesla’s Customer Support Team to establish super-efficient call handling procedures; develop and enhance internal tools, processes and guidance materials.

• Evaluate customer feedback and apply systematic improvements to our program to increase customer experience.

• Proactive and responsive resolution of network and service provider concerns, issues and problems within 48 hours.

• Flexible availability in order to support 24/7 operations as needed.

• Assist the Program Manager in special projects to enhance and optimize the roadside assistance program.

Requirements

• Bachelor’s degree preferred or equivalent work experience.

• 3+ years of customer service experience (emergency response and/or automotive preferred).

• Proven ability to build develop and manage a supplier network.

• Knowledge of business requirements of subcontracting and relationship management.

• Experience working with technical specialists and customer service professionals.

• Enthusiasm for delighting customers.

• Experience with Account Management.

• Fluent in French, Spanish and Italian.
• Valid driving license, clean driving record and insurable.