Aftermarket Manager

2 months ago

Kempton Park, South Africa Jobted ZA C2 Full time

Qualifications:

- Matric
- Technical Qualification is an advantage

Requirements:

- 10 Years Experience in Aftermarket or Operational Management
- Technical business understanding; especially in mining industry
- Outstanding consultative abilities and excellent interpersonal skills with executive level customers and partners
- Ability to work collaboratively with colleagues and staff to create a result driven, team oriented environment
- Ability to plan and manage both strategic
- Works in partnership with almost all departments of the Headquarters
- Represents the company as appropriate in its relationships with major customers, suppliers, competitors
- South Africa and Required Regional and International Travel

Responsibilities:

- Oversees the customer support process, ensuring that customers receive prompt and effective assistance with any issues, inquiries, or complaints they may have after purchasing a product or service
- Resolving any problems or issues that arise post-sale, whether they involve product defects, delivery delays, or dissatisfaction with the service provided
- Lead a team of Workshop and Field service Supervisors and Managers or support staff, providing guidance, training, and support
- Improve the aftersales processes and procedures to enhance efficiency, effectiveness, and customer satisfaction
- Build and maintain strong relationships with customers
- Analyzes customer feedback, support tickets, and other relevant data to identify trends, issues, and areas for improvement
- KPIs related to customer satisfaction, response times, resolution rates, and other metrics to assess the effectiveness of the aftersales support operations and make adjustments as needed
- Ensures that the aftersales activities comply with relevant regulations and quality standards, such as industry regulations and company policies. This includes monitoring
- compliance with service level agreements (SLAs) and implementing quality assurance measures to maintain high service standards.1

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