Coastal Regional Aftersales Manager

7 months ago

Pietermaritzburg, South Africa Bell Equipment Full time

**DUTIES**:
TO STRATEGISE, FORMULATE, IMPLEMENT, MANAGE AND HELP LEED PROFITABLE CUSTOMER FOCUSED AND ORIENTATED AFTER SALES OPERATIONS, PROCESSES AND SYSTEMS FOR THE COASTAL REGION IE CAPE THROUGH NATAL, SWAZILAND TO NELSPRUIT, WHILST ALIGNED TO BESSA COMPANY OBJECTIVES:

- **BUILD THE BELL BRAND AS THE MARKET LEADER IN CUSTOMER AND PRODUCT SUPPORT.**

Create a reputation in the region where customers know Bell as providing support beyond the levels of expectation and as the market leader ahead of opposition in the market - Develop and maintain a customer focused aftermarket team
- **AFTER SALES OPERATIONS AND EFFICIENCIES**

Identify areas of measurable efficiencies, develop and manage efficiencies to targets agreed and set. Work toward zero waste, zero loss, zero rework. Constantly drive Sales with cost awareness and management. Maintain and Manage performance contracts to guide and direct team members, maintain, sustain and develop constantly improving customer service standards and field service efficiencies.

Manage WIP, Campaigns and warranty in line with company targets.

Implement and manage systems to motivate, drive and effectively manage customer support representatives, their value add Effectiveness and efficiencies.
- **HUMAN RESOURCES, PEOPLE, LEGAL REQUIREMENTS**

Ensure the technical team is in balance across the region with competent, skilled and capable technical team members / Bell representatives.

Ensure maintenance of and to all health and safety standards, policy and requirements.

Ensure the maintenance of the technical teams soft skills, technical and product skills through suitable training.

Define and manage team and individual development plans and succession plans aligned to the performance management process.

Promote the maintenance of a focused motivated and cohesive aftermarket team across the region
- **WARRANTY AND CAMPAIGN MANAGEMENT**
- **HELP WITH AFTERMARKET TENDERS**
- **PROVIDE REQUISITE SUPPORT TO AFTERMARKET SALES AND STRUCTURING OF CUSTOMISED **AFTERMARKET PACKAGES**
- **STRATEGIC PLANNING, DEVELOPMENT, MAINTENANCE AND MANAGEMENT OF AN EFFECTIVE CSR / PRODUCT SUPPORT TEAM ACROSS THE REGION WITH A FOCUS ON CUSTOMER SERVICE DELIVERY WITH AFTER MARKET DEVELOPMENT, SALES GENERATION AND SALES DRIVE THROUGH OUT THE REGION**
- **PROVIDE SUPPORT TO CLIENT WARRANTY AND REPAIR COMPLICATION NEGOTIATIONS AND RESOLVE THROUGH OUT THE REGION IN SUPPORT WITH CUSTOMER SERVICE CENTERS AND THEIR TEAM LEADERS**
- **PROVIDE GROUP COORDINATION, TECHNICAL SKILLS, MANAGEMENT AND PROJECT MANAGEMENT SUPPORT TO BRANCHES, TEAM LEADERS AND FOREMEN, AS REQUIRED WITH CUSTOMER, PRODUCT, TEAM MEMBER, JOB OR PROJECT**
- **FINANCIAL**

Promote Sales

Manage the Departmental gross margins in line with the standard set;
Manage debtors days outstanding in line with the standard set;
Manage Work in Progress in line with the standard set

Manage warranty in line with the standard set

Maintain the teams compliance to company policy and procedure ensuring particular compliance to set Levels of authority.

Ensure aftermarket rates are market related and suitably set throughout the region as aligned with the market and competitors.
- **SHEQ**

Attain, Manage and maintain a 5 Star SHEQ rating across all Coastal Branches

Conduct internal SHEQ audits and ensure total compliance across the region and in all departments as is possible
- **BUSINESS GROWTH**

Support BELL group business growth initiatives.
- **Leadership Deliverables**

Motivate team members and colleagues;
Participate in performance management process for the development of the team competencies;
Advocate and adhere to relevant Company policies, procedures and standards;
Model Company values within the workplace;
Share and confirm understanding of workplace information;
Evaluate and or support Company strategic intent and operational standards appropriately;
Implement change and transformation management.
- **Management Deliverables**

Maintain strategy, policy, processes, procedures, and standards aligned with strategy

Maintain, utilize systems and integrate with business processes e.g. IT, PM, QA, Financial, Operational, Management

**REQUIREMENTS**:
Earth Moving Mechanic Qualification

Minimum 5 years’ experience at management level

Applicants with minimum of N6 or equivalent training will have an added advantage.

Management qualification will be advantageous

5 years customer support/workshop experience.

Good knowledge of the Earthmoving industry.

Good organizational, admin & financial skills.

Knowledge on accounting processes.

Ability to work under pressure.

Ability to interact with other internal team members.

Ability to work independently.

Advanced computer skills - MS Office, Lotus Notes, SAP, BEWS, AS400, CRM.

**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

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