Aftersales Area Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Motus Corporation Full time

Purpose
Provide expertise, advice and support to the dealer network in terms of Aftersales functions and methods to assist the dealer in achieving performance objectives
according to OEM standards.

Position Overview:

Purpose
Provide expertise, advice and support to the dealer network in terms of Aftersales functions and methods to assist the dealer in achieving performance objectives
according to OEM standards.

Specific Role Responsibilities:

GENERIC JOB OUTPUTS

PROCESS AND GOVERNANCE

  • Conduct research and gather data to provide input to operational reporting and decision making processes.
  • Conduct research to identify new opportunities/technologies which could result in better operational processes.
  • Define standard operating procedures (SOP's).
  • Provide expertise to identify and develop solutions to improve quality of processes and services.
  • Provide specialist advice to enable planning for valueadded process improvements, initiatives and services.
  • Analyse commercial performance of the service and parts department relative to set KPI's and where necessary, together with the dealer, develop
improvement plans.

  • Analyse the customer satisfaction index (CSI) performance and to assist, design and manage the implementation of action plans to achieve the CSI
objectives.

  • Ensure and monitor compliance to any current recall campaigns.
  • Ensure that the correct operational tools and processes, as defined by the OEM, are in place and employed.
  • Ensure that the dealer adheres to the Aftersales standards relative to service, parts and customer care.

FINANCE

  • Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage related to materials or equipment.
  • Drive service and parts sales profitability and turnover at dealer level.
  • Manage the Goodwill and mobility expenditure within budget.

CLIENT/CUSTOMER

  • Deliver services that creates a culture which aims to exceed customers' expectations in all aspects of the business.
  • Provide support and contribute to a culture of customer service excellence that builds relationships with customers and meets and exceeds exceptional
service.

  • Build a strong appreciation of customer needs, ensure understanding and make recommendations to improve customer interaction and overall satisfaction.
  • Manage the resolution of customer concerns at OEM or dealer level.

PEOPLE

  • Own and live up to company values.
  • Participate in forums that positively contributes to knowledge improvement.
  • Provide advice and support with the management of change and offer operational support where required.
  • Provide expertise, participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
  • Identify skills gaps and recommend training needs

Qualifications and Experience:

Minimum Qualification
Trade and Occupational Qualifications with NQF Level 06

Preferred Qualification
Bachelor's Degrees and Advanced Diplomas with NQF Level 07

Minimum Experience
3 5 years experience in a similar environment

Skills and Personal Attributes:

Minimum Requirements
Industry legislative compliance/ knowledge.

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