Aftersales Area Manager

7 months ago

Johannesburg, 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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