After Sales Manager

**Bell Equipment UK**:
**After Sales Manager **:(Closing: 09 May 2023)
**After Sales Manager**:
Applications for the following position are invited from suitably qualified interested parties. However, permanent team members will be considered in the first instance thereafter external applicants will be considered.

**GENERAL DESCRIPTION - Purpose in the company**

The After-Sales Manager is responsible for managing the after-sales service team (technical & administrative). His/her mission is to animate the customer & dealer distribution network and maintain a good brand image, whilst being the link between the group and customers concerning the quality and reliability of the machines. After Sales Manager is also responsible to answer the expectations of customers & dealers, receiving and managing potential complaints should they arise and ensuring his/her team carry out repairs & installation of the Bell ADTs in a timely and efficient way.

**Managing Director**: Nic Grout

Supervisory responsibility: Product Support Team / Service & Field Technicians / Workshop Team / the Warranty Coordinator / After Sales Administrative Team

**TASKS AND ACTIVITIES RELATING TO THE JOB**

Main task(s):

- Managing the After Sales Department & UK ReMan. (Product Support, Engineers, Workshop Team, AFT Administrators)
- Manage the organisation of outwork after-sales service
- Supporting the after-sales services team in challenging situations
- Ensuring efficient technical follow-up
- Ensure the satisfaction of Customers and Dealers
- Maintain a work policy
- Report to “Key” Customer
- Analyse and find solution in case of issue with a customer and dealer
- Report recurring technical issues and breakdowns to the factory
- Monthly report to the MD to highlight: Performance, WIP, Warranty, Campaigns, Labour efficiencies, Challenges,
- Follow up units campaigns, inform dealer and ensure their closure
- Ensure the follow-up of warranty with the Warranty Coordinator
- Keep the Work In Progress (WIP) below its monthly target
- Assist and participate in the QIT (monthly meeting with the factory on technical files in progress)
- Invoicing (interventions, purchases, etc.)
- Travels throughout the customer network and foreign dealers
- Follow-up and distribution of Service Bulletins
- Creation of technical procedures

**Training**:

- Responsible for the pedagogical aspects of training
- Manage and lead the training of the dealer network's after-sales teams
- Promote training & mentor the after sales team within Bell UK

**FUNCTIONAL RELATIONSHIPS - Regular contact and duty to inform.**

**_Internal:_**

Relationship with: the Managing Director, the European Technical Manager, the after sales team (Product Support, Engineers & Administration), all BELL UK Team Members & South African based Team members

**_External:_**

Customers, Dealers, Suppliers, Alliance Partners, and Outwork Services

**SKILLS**

Theoretical and procedural knowledge:

- Technical knowledge of systems (electric, pneumatic, hydraulic, mechanics, and computers)
- Computer literate (Office 365)
- Customer Relationship Management
- Negotiation
- People Management
- Administration
- Strategy Development
- Coaching
- Forecasting & Budgeting
- Presentation
- Enterprise Resource Planning (ERP) & Customer Relationship Management (CRM) Systems

**_Know how to:_**
- Plan & Organise
- Analytical Thinking
- Problem Solving (manage issues / complaints)
- Diligence
- Analyse Warranty Claims
- Collaboration (Teamwork)
- Maintain Customers and Dealers satisfaction
- Manage and lead an After Sales Team (People Management)
- Adaptability
- Continuous improvement of the after-sales service organisation (Results Orientation)
- Verbal & Written Expression (HIGH)
- Manage Finance
- Manage Health & Safety

**_Know how to be:_**
- Demonstrate excellent organisational skills.
- Demonstrate speed, reactivity, and synthesis
- Dialogue with and manage your colleagues (Leadership)
- Respect and keep service commitments.
- Be a good listener. (Mentorship / Leadership)
- Have a good analysis of the situation (Analytical Thinking / Social Awareness)

**_Skills Trainer:_**
- Share knowledge
- Adapt one's speech according to one's interlocutors

Plan & Lead a training session
- Be comfortable with a group

**Minimum Requirements**

**_Education:_**
- Trade Tested Mechanical
- Relevant tertiary qualification (business / commercial)

**_Experience:_**
- Minimum of 7 years post qualification maintenance & repairs for high value earthmoving / materials handling equipment experience required
- Customer relations experience
- Management

**_Knowledge:_**
- Technical aptitude & capability
- Cultural Sensitivity

**_Official:_**
- Drivers Licence
- Valid Passport

**IF YOU HAVE NOT HAD A RESPONSE TO YOUR APPLICATION WITHIN 4 WEEKS OF THE CLOSING DATE, PLEASE ACCEPT THAT YOUR APPLICATION HAS BEEN UNSUCCESSFUL.