Passenger Vehicle Head of Aftersales (OEM Level) - Gauteng, Midrand

SUMMARY:
Remuneration: Market Related dependent on skill set, knowledge, and experience
 
Purpose Of The Job:
 
To lead and oversee the entire aftersales value chain—including service, parts, accessories, warranty, customer support, and warehouse operations—ensuring exceptional customer experience, operational efficiency, and commercial performance across the OEM’s network. This strategic role supports brand loyalty, cost control, and dealer satisfaction by integrating customer-focused service delivery with optimized supply chain and warranty management.

POSITION INFO:
Key Responsibilities:

Aftersales Strategy & Leadership

• Develop and execute the aftersales business strategy to drive revenue, profit, and service quality across the network
• Lead multi-functional aftersales teams covering service operations, technical support, parts & accessories, warranty, warehousing, and customer care
• Align aftersales operations with vehicle technologies, connected services, and product lifecycle changes

• Define service programs, maintenance plans, and customer engagement strategies to enhance satisfaction and retention
• Monitor and improve KPIs such as service lead time, technician productivity, first-time fix rate, and Customer Satisfaction Index (CSI)
• Oversee technical training and support for dealer technicians and field teams

• Own and manage the full lifecycle of warranty policy, processes, claims validation, cost control, and dealer compliance
• Analyse warranty trends and technical feedback to inform quality teams for product improvement
• Ensure adherence to global OEM warranty guidelines and local regulatory requirements
• Drive warranty recovery and reduction of out-of-policy claims

• Set the strategy for national and regional parts distribution, including pricing, availability, forecasting, and supply chain optimization
• Oversee warehouse operations, ensuring high parts fill rates, order accuracy, stock optimization, and minimal obsolescence
• Manage inventory planning, inbound logistics, and warehouse staffing/performance
• Collaborate with procurement and logistics to improve throughput and cost-efficiency
• Implement digital warehousing and inventory control systems

• Define aftersales standards and performance metrics for dealer partners
• Conduct regular reviews, audits, and engagement sessions to drive dealer excellence in service and parts operations
• Support dealer profitability through training, parts campaigns, and incentive schemes

• Champion the digital transformation of aftersales, including remote diagnostics, OTA updates, online service booking, and parts e-commerce
• Introduce data analytics and connected car insights to improve predictive maintenance and parts planning

• Aftersales revenue & contribution margin
• Parts availability / fill rate
• Warehouse inventory turnover & accuracy
• Warranty cost per vehicle / claim cycle time
• Customer Satisfaction Index (CSI)
• Dealer Service Retention Rate
• First-Time Fix Rate & Service Lead Time
• Compliance with warranty and audit processes

• Bachelor’s degree in engineering, Automotive Management, Logistics, or Business Administration; preferred
• 5-10 years in OEM aftersales, including leadership roles in service, parts, and warranty operations
• Proven experience managing warehousing or parts logistics at scale
• In-depth knowledge of automotive systems, diagnostics, and telematics
• Track record of delivering commercial results and customer-focused transformation
• Familiarity with dealer networks and international distribution operations
• Motor Industry experience Essential!!

• Strategic thinking and execution leadership
• Excellent cross-functional and stakeholder management skills
• Operational excellence mindset with strong financial acumen
• Expertise in ERP/WMS systems
• High analytical ability and process improvement orientation
• Clear communicator and team motivator