Aftersales & Service Manager
Job description
The Aftersales & Service Manager is responsible for building and leading the company’s end-to-end service and aftersales function for BESS solutions, from initial setup through full operational maturity. The role covers the development of service offerings, SLAs, warranty frameworks, commissioning processes, maintenance programs, and field service operations. It ensures high system availability, customer satisfaction, and contractual compliance while establishing scalable service processes, tools, and documentation.
• Design and establish the company’s aftersales and service function from scratch, including all processes, workflows, tools, and documentation
• Define and develop service packages and offerings for BESS customers across different tiers and needs
• Create and implement SLA frameworks, including response times, resolution standards, escalation procedures, and reporting metrics
• Develop warranty policies and claim handling processes, ensuring alignment with product specifications and contractual obligations
• Set up and manage commissioning processes for newly delivered BESS installations, coordinating site readiness, system handover, and customer acceptance
• Establish a periodic maintenance and inspection program, including service schedules, checklists, and compliance documentation
• Build and manage the troubleshooting and repair process, including spare parts availability, fault diagnosis procedures, and resolution tracking
• Oversee day-to-day delivery of all service activities, ensuring SLA compliance and customer satisfaction
• Lead a growing team of electrical and mechanical field technicians
• Develop and maintain service documentation including technical manuals, field service reports, and knowledge base materials
• Manage customer relationships in the aftersales phase, acting as the primary point of contact for service-related matters
• Monitor service performance through KPIs and regularly report to management on operational status, issues, and improvement areas
• Collaborate with sales, engineering, and product teams to feed field learnings back into product development and commercial offerings
• Ensure all service activities comply with relevant safety, regulatory, and quality standards
Benefits
Flexibility in working hours. We are a result-driven organization and we let our colleagues manage their time.
Enjoy 5 extra days of paid holiday! We value work-life balance and understand the importance of spending quality time with family and friends.
Transportation allowance – Commuting made easy! At our company, we support our employees by covering a portion of their transportation costs, whether they travel to work daily or only occasionally.
Enjoy daily meal vouchers worth €4.29 to support your healthy eating habits at work!
A company culture that is based on trust, openness, meritocracy and heart-centered leadership, that we shape together and every opinion matters.
Diversity! We are a cultural melting pot!
Co-creation of the company processes and organization. Your ideas are what we need.
Professional growth
Fast career growth. We believe in the internal promotion.
Personal and professional growth through various learning opportunities, especially through work with top industry experts and the international management team.
Exposure to a fast-developing, disruptive project that will shape the future of mobility;
Possibility to support Company scale-up towards Giga factories securing strategic customers;
Access to a broad network of experienced colleagues and clients from a variety of industries across the globe.
Requirements
Minimum 5 years of experience in aftersales, service management or technical support in an industrial or technical environment;
Experience with complex technical products such as BESS, power systems, battery systems or similar technologies;
Proven experience coordinating cross-functional teams to resolve technical issues;
Background in energy storage systems, power systems or industrial equipment is an advantage;
Experience working directly with customers in a technical or service-oriented role;
Strong customer-oriented mindset;
Excellent communication and coordination skills;
Ability to manage multiple issues and priorities under time pressure;
Problem-solving and analytical thinking;
High level of ownership and accountability.
Technical understanding of BESS or similar energy systems;
Service process management and documentation;
Warranty and claims handling;
Root cause analysis and corrective action processes;
Ability to interpret technical documentation and system data.
Education requirements
Bachelor’s or Master’s degree in Electrical, Mechanical, Industrial or related Engineering field