Regional Aftersales Dealer Support Manager – OEM – Midrand Gauteng

SUMMARY:
Remuneration: Market Related dependent on skill set, knowledge, and experience
Location:  Midrand Gauteng, looking after the KZN region
 
We are looking for an Aftersales Dealer Support Manager for our clients KZN area, who will work closely with the Aftersales team to ensure the daily effectiveness of the overall Aftersales department. The candidate will be a key member of the team in ensuring that key outputs are delivered effectively and efficiently.
 
Purpose of this role:

• The DSM will provide daily support for customers and dealers with emphasis on achieving customer loyalty and dealer satisfaction; provide feedback to the National Aftersales Manager about the marketplace regarding owner expectations, dealership performance, and franchise compliance; and other Aftersales projects as required
• The DSM will provide field Aftersales support to customers and dealers, emphasizing customer loyalty and dealer satisfaction
• The DSM will also be responsible for the motivation and attainment of all parts sales, marketing, and purchasing objectives within the Region of the dealer; also responsible for developing and following through on recommendations designed to enhance dealership parts wholesale and retail operations and profitability, development and implementation of parts retail, wholesale, and marketing strategy (parts and service). Work with Aftersales Manager to achieve the region’s Aftersales qualitative and quantitative goals (Key Performance Indicators). Ultimately, the candidate will ensure that their area of responsibility meets and exceeds the expectations of our client’s business objectives and contributes to the company’s success in the long run.

POSITION INFO:
Responsibilities:

• Provide feedback to the Aftersales Manager about the marketplace regarding owner expectations, dealership performance, franchise compliance, and other Aftersales projects as required.
• The DSM will also be responsible for the implementation and attainment of all parts sales, marketing, and purchasing objectives within the Region of the dealer.
• Responsible for developing and following through on recommendations designed to enhance dealership parts wholesale and retail operations and profitability, development, and implementation of parts retail, wholesale, and marketing strategy (parts and service).
• Work with the Aftersales Manager to achieve the region’s Aftersales qualitative and quantitative goals (Key Performance Indicators).
• Dealer assistance and provide technical assistance and support for incoming concerns and issues related to vehicles.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
• Customer interaction & assistance from time to time
• Dealership personnel/training management
• Warranty policy & procedures management
• Dealer Parts sales & policy and procedure management
• Operating standards compliance
• Dealer aftersales department management
• Dealer Warranty & Warranty Audit management
• Dealer certification & Evaluation process management
• Monthly reporting to Aftersales Manager

• 3-5 years’ experience within the Automotive Aftersales environment (OEM level will be advantageous)
• Strong technical, warranty, parts knowledge and experience
• Demonstrate strong written and oral communication skills
• MS Office proficiency (strong MS Excel skills required)
• MUST BE ABLE TO TRAVEL extensively when required
• Motor Industry experience ESSENTIAL!!