Group Aftersales Manager

Group Aftersales Manager

Main Purpose of the Role:

• Develop, Execute, and manage service and parts process to increase productivity and profitability of Aftersales at the Dealers

Internal Team Interaction:

• Across business unit: Exchange of information

External Interaction:

• Customers and end-users: exchange of information

Reports To:

• Commercial and Dealer Support Manager

NO.

WHAT?

ACTIVITY

HOW?

TASKS TO BE EXECUTED

CRITICAL OUTCOMES REQUIREMENT

1.

Aftersales process

• Develop and optimize support and service processes, tools, and systems.
• Train, motivate, and lead after sales teams to achieve set objectives and targets
• Provide periodic reports to management on all after sales activities
• Ensure compliance with all general and company policies when carrying out job duties.
• Developing and implementing annual business plan for the aftersales department; and performing other tasks as needed.

On time and accurate

2.

Customer Satisfaction

• Maintain contact with clients to obtain customer feedback regarding product/service quality
• Assist clients in resolving issues and complaints concerning purchased products or services
• Build and establish good work relationship with clients to facilitate increased patronage and revenue
• Monitor contract details to notify clients of pending expiration and help process renewal
• Organize promotional and marketing campaigns to create awareness and product publicity
• Supervise the operations of after sales teams to ensure set targets are met
• Develop and implement strategies effective for ensuring a satisfied clientele and increased returns.
• Direct and coordinate the customer service operation of a team to ensure clients are tended appropriately in line with set customer service standards
• Oversee all post-sales services provided to clients to ensure customer satisfaction

On time and accurate

3.

Warranty

• Compile reports of claim status for Warranty claims
• Reconcile claims processed against Authorisations issued.
• Analyse Dealer claims for non-compliance.
• Ensure claim submission timeously and accurately

Regularly and Accurate

4.

Housekeeping & safety

• Maintain a clean working area
• Ensure no damage to company assets
• Ensure compliance with Health and Safety process and procedures.

Professional appearance of reception & Service area

COMPETENCIES

(Weight = 1 is desirable, 2 is necessary but can be developed on the job, 3 is essential)

CATEGORY*

REQUIREMENT DESCRIPTION

WEIGHT

Technical Acumen

Demonstrates product knowledge and numeric ability. Understands purpose of and ability to work with required systems. Methodical and exhibits attention to detail

3

Organisation of Work

Able to prioritise and plan work – allocation of stock items and required documentation.

2

Interpersonal Skill

Exhibits ability to relate to and work effectively with others. Communicates effectively verbally and in writing. Able to relate effectively with others through demonstrating knowledge, enthusiasm and integrity

2

Service focus

Display customer service ethic both internally and externally.

3

Problem-solving Skills

Able to develop and implement solutions necessary to ensure increased patronage and customer satisfaction

3