Regional Aftersales Manager

SUMMARY:
New vacancy is available for a Regional Aftersales Manager for our client in the commercial truck industry, based in Isando JHB.

POSITION INFO:
The Regional Aftersales Manager oversees aftersales operations in a designated region.

Responsibilities include managing dealership and customer inquiries, warranty adjudication, offering technical support, coordinating training, and acting as the main contact for fleet customers.

The role involves collaborating with internal teams, dealerships, and external partners to improve customer satisfaction, ensure warranty policy compliance, and promote service excellence across the network.

Dealer Support & Aftersales Operations

• Serve as the primary contact for dealership service managers and aftersales teams in the region.
• Offer guidance on service processes, workshop efficiency, and customer service best practices.
• Ensure adherence to OEM standards, policies, and procedures across service centers.
• Address and resolve daily operational issues related to service, repairs, parts availability, and technical concerns.
• Conduct regular dealership visits to assess service performance and identify areas for improvement.

• Manage the warranty claims process for the region, ensuring accurate and timely adjudication in line with OEM policies.
• Assist dealers with complex or disputed warranty claims, offering technical insights and recommendations.
• Perform audits on warranty claims to ensure compliance and prevent fraud.
• Work with the central warranty department to address recurring issues and improve claim processing efficiency.

• Provide technical support to dealership service teams for diagnostics, troubleshooting, and repair strategies.
• Collaborate with the central technical support team to resolve complex technical issues.
• Identify recurring technical issues in the region and implement corrective actions to reduce downtime.

• Assist dealerships in implementing field fixes, software updates, and service campaigns.

• Identify regional training needs and coordinate technical and non-technical training sessions for dealership staff.
• Ensure service technicians and aftersales teams are continuously trained on the latest technology and repair procedures.
• Collaborate with the Technical department to schedule workshops, certification programs, and refresher courses.
• Foster a culture of ongoing learning and professional development within the dealer network.

• Serve as the primary aftersales contact for fleet customers and key accounts.
• Monitor fleet performance, address service-related concerns, and ensure customer satisfaction.
• Hold regular meetings with fleet customers to review service history and propose solutions.
• Work with sales and marketing teams to support aftersales promotions, service contracts, and extended warranties.

• Collaborate with the parts distribution team to ensure parts availability at dealerships.
• Assist with backorders, urgent part requests, and alternative supply solutions.
• Analyze parts consumption trends and recommend improvements to optimize service efficiency.
• Ensure dealership compliance with OEM parts stocking and return policies.

• Track and analyze aftersales KPIs, including service turnaround times, first-time fix rates, warranty cost trends, and customer satisfaction scores.
• Generate performance reports on dealership activities and technical issues.
• Develop and implement strategies based on data insights to improve regional aftersales performance.
• Present findings and recommendations in Management and Review Meetings.

• Contribute to the development and execution of aftersales strategies for customer retention and revenue growth.
• Identify opportunities for service process improvements and dealership network development.
• Support new model launches by ensuring aftersales readiness, including technical training and parts availability.
• Provide feedback to Group product representatives regarding recurring technical issues and customer concerns.

• Strong knowledge of truck aftersales operations, including service, warranty, and technical support.
• Excellent problem-solving and analytical skills to diagnose technical and operational issues.
• Ability to manage multiple stakeholders, including dealerships, fleet customers, and internal departments.
• Strong communication and negotiation skills, with the ability to build strong relationships.
• Proficiency in warranty claim adjudication and service process optimization.
• Experience in training coordination and staff development.
• Data-driven mindset with the ability to interpret reports and drive performance improvements.
• Willingness to travel frequently within the assigned region.

• Qualifications & Experience:
• Minimum: At least 5 years regional aftersales experience at volume OEM brand/group level (Commercial)
• Preferred: Diploma/Degree or Trade Qualification, Automotive Technology, or a related field.
• Additional certifications in Service Management, Warranty Management, or Technical Training.
• At least 5 years of experience in aftersales, service management, or technical support within the truck or commercial vehicle industry.
• Experience in managing dealership networks and fleet customers.
• Proficiency in OEM aftersales systems, warranty claim platforms, and technical diagnostic tools.
• Valid driver’s license and ability to travel extensively.

• Technical qualification
• Must have diesel trade/technical qualification
• Must come from commercial truck industry
• Must have aftersales background
• Minimum 5 years experiences in similar role
• Code 8 license