To view a previously saved application, please login to your candidate homepage.


Job Alerts

Set up a job alert to receive updates on the latest Aston Martin Lagonda job opportunities.

Set up Job Alert

Head of Aftersales Service Operations

Apply now Job no: 505454
Work type: Full Time - Permanent
Location: Gaydon, Warwickshire
Categories: Manufacturing

Aston Martin is built upon the passion, skill and creativity of the people who dedicate their working lives to the most iconic brand in the world. Every intricate stitch beautifully expressed line, and the stirring noise of our engines is a manifestation of the desire and collective spirit to create the most beautiful cars: the soul of Aston Martin made real.

Job Purpose:

Acting as the voice of the customer within the Business the Primary responsibility of department is interpret field information and determine priority issues for resolution.

Key Duties & Responsibilities:

  • Monitoring field data sensors, spotting trends and early warning issues
  • Identification and prioritisation of customer issues for inclusion in ‘league table’
  • Defining field problems clearly and allocating issues into the functions for resolution
  • Driving resolution of customer issues through a structured problem solving process
  • Monitoring effectiveness of introduced solutions
  • Determining field actions for customer issues, fix on failure, campaign or customer satisfaction campaign
  • Monitoring and measuring campaign/recall completion
  • Responsible for monitoring field sensors, identifying trends and new issues for escalation
  • Using all data sources to establish accurate problem statement, incidence rate, market regions effected,
  • clear customer symptoms.
  • Determining correct problem owner, ensuring clear problem handover and ownership
  • Driving customer problem resolution through structured problem solving process and meeting cadence
  • Determination of service fix
  • Responsible for determining, communicating and coordinating field action decisions including  fix on failure, service campaigns and recalls.

Qualification & Experience:

  • Team management experience.
  • In-depth project management skills
  • Complex data analysis.
  • Understanding of parts operations
  • Technical vehicle knowledge
  • Management of external providers
  • Project management
  • Standards setting and auditing
  • Delivery of dealer/owner publications
  • Problem solving.
  • Data analysis techniques.


Advertised: GMT Daylight Time
Applications close:

Back to search results Apply now Refer a friend

Share this:

| More

Work type