OEM - Automotive Dealer Aftersales Controller - Gauteng, Northern Suburbs

SUMMARY:
Remuneration: R 750 000 – R950 000 TCTC per annum – Benefits including Incentive, Company Vehicle, Fuel Card, Corporate Expense Card, Cell Phone Allowance, Provident Fund, Medical Aid

Reporting to: Head of Dealer Aftersales

Purpose of the job:
Our client a leading OEM that is all about strengthening dealer partnerships and driving aftersales performance across South Africa and beyond requires a Dealer Aftersales Controller to join their aftersales division. This role is about building solid relationships with dealers, offering proactive support and contributing to sustainable growth for both the OEM and the Dealer Network.

POSITION INFO:
Responsibilities include:

• Build good relationships with dealers in accordance with policy and contribute to the growth of both parties’ businesses
• Support dealer operations by providing appropriate guidelines at the right time
• Provide necessary support by visiting dealers as appropriate, both in South Africa and overseas
• Provide indirect and direct support for technical issues and customer care-related problems occurring at dealerships, and work towards resolving them

• Providing the Dealer network with a high level of service support to ensure customer satisfaction, as well as insight into the improvement of their businesses
• Support the Dealer network terms of after sales service and operations, in addition, assure that these are done according to OEM recommendations (physical dealer organisation, implementation of materials, human means and commercial policy application, including the Fundamentals of Commercial activity)

• Dealer service and profitability
• Dealer forecasts
• Marketing and advertising activities
• Maintenance of the corporate identity
• Monthly and quarterly dealer targets
• Monthly vehicle retentions
• Service programmes and best practice initiatives
• Ensure coherence in the deployment of all commercial activities in the respective dealer territories and in relation to the complete network
• Ensure efficient communication between the Dealer network and the different departments
• Ensure that the Dealer network adheres to Sales and Operational Standards

• Monitor CSI results &, if necessary, develop action plans to re-align CSI with regulatory standards
• Ensure dealers have the correct building signage internal & external
• Planning and execution of dealer visits in accordance with regulatory standards and explain and implement the quality of service regarding the guidelines set out in the Dealer standards and franchise obligations
• Establish operations in accordance with the Warranty Policy
• Confirm that communications, such as Bulletins, are conveyed to dealers and establish the process to ensure this
• During dealer visits follow up with them regarding issues that were brought up on the last visit, to ensure they have been resolved or action plan implemented

• Understanding of workshop best practices & protocol
• Practical orientation with Energy & Drive
• Assertive and decision making
• Initiative & integrity
• Effective presentation
• Team player
• Qualified technician
• Frustration tolerance
• Flexibility
• Methodical approach
• Be able to produce detailed technical reports
• Excellent people skills
• Proactive
• Understanding and compliance with brands corporate policies and regulatory policies

• 3-5 years of proven experience in a senior aftersales role such as Workshop Manager, Aftersales Manager, Area Aftersales Manager, or Dealer Development Manager Aftersales, within the motor industry
• Must be qualified red seal technician
• Motor Industry experience is ESSENTIAL!!
• Relevant technical qualifications with experience of accessory fitment, especially electrical installations
• Autonomous functioning and self-reliance in maintain own workflow, priorities and meet business requirements and deadlines
• Strong decision-making and problem-solving skills with ability to establish new systems, processes, and procedures
• Effective communication and Interpersonal Relations skills
• High level of computer literacy, particularly in the following: Microsoft (Excel, Word & PowerPoint)

• Monitor skill levels and propose necessary training
• Gathering of information to feed and update the aftersales department
• Guide dealers with regards to technical, warranty and service issues
• Monitor CSI results vs target and prepare action plans if needed

• Extensive local travel will be required
• Willingness to work flexibly, outside of regular office hours
• From time to time may be expected to fly with 24 hours’ notice