Roadside Assistant Specialist with advanced English (Especialista Asistencia Carretera Automoción)

MARLEX, is recruiting a Roadside Assistant Specialist with advanced English for a leading multinational in the automotive sector.

Responsible for the operation and continuous development of Roadside Assistance as a group function (automobiles ) for Spain and Portugal.

Key accountabilities of the function:

- Roadside Assistance (RSA) for passenger vehicles:

• Define the scope of RSA services in alignment with Customer Support and the parent company.
• Monitor RSA performance, identify areas for improvement, and implement corrective measures.
• Develop processes, methods, and tools to prevent breakdowns via "Help on phone" and/or enhance "Repair on spot".
• Define the number and location of service vehicles in collaboration with RSA providers.
• Ensure RSA providers deliver a premium customer experience by tracking NPS.
• Develop and monitor action plans with service providers to ensure high-quality support.
• Ensure use of internal tools and systems by RSA providers.
• Oversee lead management processes related to RSA operations.
• Define training requirements for RSA agents in coordination with internal training departments.
• Manage and track the Roadside Assistance budget.
• Establish processes and collaboration frameworks with the dealer network (e.g., courtesy vehicles).
• Participate in group-level workshops related to Roadside Assistance.
• Lead the tendering process for RSA service providers.

- Mobility Fleet:

• Manage the group's Mobility Fleet to ensure its use by dealers for providing courtesy vehicles in cases of breakdowns, warranty repairs, or technical interventions.
• Monitor usage and distribution of the national Mobility Fleet.
• Determine the appropriate number of mobility vehicles per dealership based on volume and usage.Assess the impact of courtesy vehicle services on customer satisfaction indicators such as NPS.

Profile requirements:

• Minimum 3 years' experience in Sales, Aftersales in the automotive industry, or in a Roadside Assistance/insurance company.
• Advanced English.
• Portuguese highly recommended.
• Advanced MS Office skills.
• Problem-solving mindset with strong interpersonal and collaboration skills.
• Analytical and conceptual thinking - logical, creative, and strategic.
• Ability to analyze complex situations and identify priority areas for improvement.
• Solid knowledge of the automotive business and negotiation skills.
• Familiarity with General Data Protection Regulation (GDPR) is a plus

What we offer:

• Permanent contract.
• Gross annual salary: €30,000-€36,000 + bonus + benefits.