* Geely is a global leader in smart electric vehicles and automotive innovation.
* Own iconic brands like Geely Auto, Zeekr, Volvo, Polestar, Lotus, and hold a 17% stake in Aston Martin.
* With $100B+ assets and 140,000+ employees worldwide.
* 30,000+ engineers & designers across China, Sweden, the UK, the U.S., and Germany.
* 4,000+ sales/service locations worldwide.
* Fortune Global 500 company for 13 consecutive years.
* Pioneering AI-driven automotive solutions with one of the largest cloud computing center powers(1.02 Exaflops/sec).
* Geely's Geespace launched 20 satellites to enable safe autonomous driving.
* World-class digitalisation and AI-driven manufacturing.
* Mission & Vision: A Sustainable Future, A Better World
* Core Value: Truth-seeking & practical, hardworking & enterprising, collaborative & innovative
Why This Role:
* Build and Lead Excellence – Our first vehicles are now on the road. Help define the premium ownership experience for a new global brand in Australia.
* Customer-First Mindset – From parts and service to long-term loyalty, you know what keeps customers coming back.
* Set and Raise the Standard – We aim to outperform the market, not follow it.
* Design for Scale – Build the aftersales foundation today to support tomorrow's growth.
* Real Impact – A high-visibility leadership role reporting to the MD and working closely with global teams.
Key Responsibilities:Strategy & Business Performance
* Lead and execute the national aftersales strategy across parts, service, technical support, CRM and warranty, ensuring alignment with overall business objectives and rapid market growth.
* Drive aftersales revenue, profitability and customer retention through effective service programs, parts business growth and operational excellence.
* Establish clear KPIs and performance frameworks across the dealer network, including parts revenue, service retention, workshop productivity, warranty cost control and customer satisfaction.
* Identify opportunities to outperform market benchmarks in cost efficiency, service quality and customer experience.
Parts & Accessories Business
* Lead the national parts and accessories business, including genuine parts, vehicle accessories and merchandise, ensuring strong availability, competitive pricing and dealer profitability.
* Optimise parts supply chain, demand forecasting, inventory planning and logistics performance to support network growth and service demand.
* Drive parts revenue growth while maintaining effective cost control and working capital management.
Technical Support, Training & Product Quality
* Establish strong technical support capability across the dealer network to ensure rapid diagnosis and resolution of vehicle technical issues.
* Develop and deliver technical training programs to ensure dealer technicians are fully equipped to support new technologies, product updates and diagnostic systems.
* Monitor field quality, identify recurring issues and coordinate corrective actions with global engineering teams.
* Implement structured technical escalation and field support processes to support product launches and complex cases.
Service Operations & Dealer Network Performance
* Develop and implement national service standards, operating procedures and performance management frameworks across the dealer network.
* Partner with dealers to improve workshop productivity, service efficiency, technician capability and service capacity.
* Ensure dealer aftersales operations are aligned with brand standards and capable of supporting rapid business growth and network expansion.
CRM & Customer Experience
* Lead customer relationship management strategy across the full ownership lifecycle, ensuring strong customer engagement and retention post-sale.
* Monitor and improve customer satisfaction metrics including CSI and NPS, implementing continuous improvement initiatives across the network.
* Build structured customer feedback loops to identify service gaps and drive operational improvements.
Warranty & Quality Management
* Oversee warranty policy, claims management and warranty cost control to ensure accuracy, efficiency and compliance with global standards.
* Implement governance processes to monitor warranty performance and identify potential quality trends or risks.
* Work closely with technical and product teams to address root causes and implement corrective actions.
* Establish scalable aftersales systems, processes and operational frameworks to support increasing vehicle volumes and network expansion.
* Ensure aftersales infrastructure, suppliers and operational capabilities are aligned with both local market needs and global brand expectations.
* Continuously improve operational efficiency through data-driven decision making and practical execution.
Leadership & Cross-Functional Collaboration
* Build and lead a high-performing aftersales organisation covering parts, technical support, service operations, CRM and warranty functions.
* Foster a fast-paced, practical and performance-driven culture focused on accountability, problem solving and continuous improvement.
* Work closely with Sales, Network Development, Product, Finance and global teams to ensure a seamless customer ownership experience.
* Bachelor's degree in Engineering, Automotive, Business, Supply Chain or a related field.
* Extensive experience in automotive aftersales leadership within an OEM, importer or national distributor environment.
* Proven track record managing large-scale aftersales operations including parts, service, technical support, warranty and dealer network performance.
* Strong commercial acumen with demonstrated ability to drive aftersales revenue, profitability, cost control and operational efficiency.
* Deep understanding of dealer network operations and experience partnering with dealers to improve service performance, customer retention and profitability.
* Experience establishing or scaling aftersales systems, processes and operational frameworks, ideally within a growing or fast-paced organisation.
* Strong technical and product understanding, with experience managing technical support, training programs and field quality issues.
* Demonstrated ability to build and lead high-performing teams in a fast-paced, performance-driven environment.
* Highly analytical and data-driven, with the ability to translate complex information into clear, practical actions and business outcomes.
* Strong stakeholder management skills with experience working cross-functionally with sales, product, engineering and global teams.
* Excellent leadership, communication and problem-solving skills, with the ability to make decisions quickly and execute effectively.
Office & Transport:
* Newly renovated modern office with electric adjustable sit-stand desks.
* Only a 4 mins walk from Macquarie Park Metro station to our office, easy driving access via A3, Epping Rd, and M2 nearby.
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