After Sales Manager - Pietermaritzburg

SUMMARY:
After Sales Manager - Pietermaritzburg
Our reputable client is seeking an experienced After Sales Manager to lead product support operations and ensure customer service level expectations are consistently met or exceeded, within defined financial guidelines.

POSITION INFO:

Responsibilities

Reporting directly to the Regional Manager, the After Sales Manager will form part of the South African Management Team.

• Develop annual expense and investment budgets and ensure achievement of financial plans
• Develop, implement, and evaluate strategic initiatives that address ongoing and changing business needs across dealer and distributor markets
• Develop and maintain the after-sales operations of the dealer and distributor network, including (but not limited to) the company’s workshop concept, service business development, training, and IT competence
• Ensure the quality of the dealer and distributor network is continuously improved and maintained through regular implementation and analysis of service surveys and audits
• Effectively manage and enforce the Group’s warranty policy and ensure timely and accurate reporting of warranty statistics and early warning notifications to relevant product categories
• Identify and implement internal and external training programmes to ensure ongoing competence improvement of staff and customers
• Manage internal customer and technical support policies and procedures

• Identify, evaluate, and implement strategic initiatives that address changing business needs
• Develop business trading terms (business model) and pricing strategies that drive market volume and value growth while maximising group profitability
• Conduct regular business analysis, including customer profitability, product line performance, cost to serve, competitor activity, and market share development
• Develop and maintain organisational culture, values, and reputation in the South African market across Sales, Service, Operations, Marketing, and customers
• Report to Regional Management on organisational plans and performance
• Work with Service and Sales teams to manage additions/removals of finished goods within the African product assortment (product lifecycle management)
• Work with product categories to develop new products for the African market and support the evaluation of field testing where applicable
• Coordinate new product samples for internal review and testing
• Recommend and review product specifications and requirements
• Ensure all aspects of the African product assortment meet specification requirements
• Ensure accuracy in STEP for all finished goods (e.g. PNC status, feature images, feature text, and specifications)
• Ensure product compliance for the HZA market (NRCS)
• Develop and manage a complete product roadmap
• Conduct regular market research on competitor pricing, offerings, and promotions
• Manage and maintain ZA and Distributor PHS pricing submission files
• Ensure TP pricing is loaded in PHS and manage all pricing master files
• Manage price increases and assist with the release of new price lists
• Report on quarterly PD with Finance
• Engage in and manage the HZA elimination process
• Work with the Operations team to ensure HZA PNC is loaded into the REX business system and all replacements are correct and accurate
• Work with After Sales and Operations to ensure spares are ordered to support new product launches
• Develop product launch communication and specification documents in conjunction with Marketing
• Create training modules for internal staff and external reps on new product releases
• Work with the Service team to develop new product training for dealers and distributors
• Conduct product training for staff, dealers, and distributors
• Become a product expert through regular usage and personal testing
• Assist Marketing with PR and social media content to ensure product relevance and accuracy
• Work with Marketing to ensure all product communication is accurate before publication (Product Launches, Spec Sheets, Catalogues, Price Lists)
• Proofread all material, including catalogues
• Work with Marketing on new product photo and film shoots
• Assist in managing websites, STEP, Sitecore (MPIM), support site, Web Order, consumer site, and e-commerce platform
• Submit monthly after-sales and warranty reports
• Conduct internal and external training courses where required
• Manage, motivate, and coach all team members to ensure achievement of goals and objectives; conduct performance appraisals in line with Group standards
• Identify development needs within the team and implement appropriate training plans
• Provide an environment that encourages personal and professional development
• Provide leadership and coordination across all functional areas of the company

• Matric (Grade 12)
• Minimum 5 years’ experience in a management role or similar environment
• Technical knowledge of outdoor power equipment, including 2-stroke, 4-stroke, and battery-powered products
• Business Degree or equivalent qualification acceptable to the company
• Strong commercial acumen with a strategic and analytical approach
• Innovative mindset
• High level of competency in Microsoft Office (particularly Excel) and strong understanding of IT systems and applications (including AI)
• Valid driver’s license
• Excellent communication, customer relationship, and stakeholder management skills
• Strong planning, organisational, and time management abilities
• Results-driven, proactive, and able to work with urgency and meet deadlines
• Close attention to detail and accuracy
• Flexible work schedule and willingness to travel as required