Aftermarket Manager

SUMMARY:
Aftermarket Manager

POSITION INFO:
Qualifications:

• Matric
• Technical Qualification is an advantage

• 10 Years Experience in Aftermarket or Operational Management
• Technical business understanding; especially in mining industry
• Outstanding consultative abilities and excellent interpersonal skills with executive level customers and partners
• Ability to work collaboratively with colleagues and staff to create a result driven, team oriented environment
• Ability to plan and manage both strategic
• Works in partnership with almost all departments of the Headquarters
• Represents the company as appropriate in its relationships with major customers, suppliers, competitors
• South Africa and Required Regional and International Travel

• Oversees the customer support process, ensuring that customers receive prompt and effective assistance with any issues, inquiries, or complaints they may have after purchasing a product or service
• Resolving any problems or issues that arise post-sale, whether they involve product defects, delivery delays, or dissatisfaction with the service provided
• Lead a team of Workshop and Field service Supervisors and Managers or support staff, providing guidance, training, and support
• Improve the aftersales processes and procedures to enhance efficiency, effectiveness, and customer satisfaction
• Build and maintain strong relationships with customers
• Analyzes customer feedback, support tickets, and other relevant data to identify trends, issues, and areas for improvement
• KPIs related to customer satisfaction, response times, resolution rates, and other metrics to assess the effectiveness of the aftersales support operations and make adjustments as needed
• Ensures that the aftersales activities comply with relevant regulations and quality standards, such as industry regulations and company policies. This includes monitoring
• compliance with service level agreements (SLAs) and implementing quality assurance measures to maintain high service standards.1