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Group Aftersales Manager
3 weeks ago
**Group Aftersales Manager**
**Main Purpose of the Role**:
- Develop, Execute, and manage service and parts process to increase productivity and profitability of Aftersales at the Dealers
**Internal Team Interaction**:
- Across business unit: Exchange of information
**External Interaction**:
- Customers and end-users: exchange of information
**Reports To**:
- Commercial and Dealer Support Manager
**NO.**
**WHAT?**
**ACTIVITY**
**HOW?**
**TASKS TO BE EXECUTED**
**CRITICAL OUTCOMES REQUIREMENT**
1.
Aftersales process
- Develop and optimize support and service processes, tools, and systems.
- Train, motivate, and lead after sales teams to achieve set objectives and targets
- Provide periodic reports to management on all after sales activities
- Ensure compliance with all general and company policies when carrying out job duties.
- Developing and implementing annual business plan for the aftersales department; and performing other tasks as needed.
On time and accurate
2.
Customer Satisfaction
- Maintain contact with clients to obtain customer feedback regarding product/service quality
- Assist clients in resolving issues and complaints concerning purchased products or services
- Build and establish good work relationship with clients to facilitate increased patronage and revenue
- Monitor contract details to notify clients of pending expiration and help process renewal
- Organize promotional and marketing campaigns to create awareness and product publicity
- Supervise the operations of after sales teams to ensure set targets are met
- Develop and implement strategies effective for ensuring a satisfied clientele and increased returns.
- Direct and coordinate the customer service operation of a team to ensure clients are tended appropriately in line with set customer service standards
- Oversee all post-sales services provided to clients to ensure customer satisfaction
On time and accurate
3.
Warranty
- Compile reports of claim status for Warranty claims
- Reconcile claims processed against Authorisations issued.
- Analyse Dealer claims for non-compliance.
- Ensure claim submission timeously and accurately
Regularly and Accurate
4.
Housekeeping & safety
- Maintain a clean working area
- Ensure no damage to company assets
- Ensure compliance with Health and Safety process and procedures.
Professional appearance of reception & Service area
**COMPETENCIES**
**(Weight = 1 is desirable, 2 is necessary but can be developed on the job, 3 is essential)**
**CATEGORY**
**REQUIREMENT DESCRIPTION**
**WEIGHT**
Technical Acumen
Demonstrates product knowledge and numeric ability. Understands purpose of and ability to work with required systems. Methodical and exhibits attention to detail
3
Organisation of Work
Able to prioritise and plan work allocation of stock items and required documentation.
2
Interpersonal Skill
Exhibits ability to relate to and work effectively with others. Communicates effectively verbally and in writing. Able to relate effectively with others through demonstrating knowledge, enthusiasm and integrity
2
Service focus
Display customer service ethic both internally and externally.
3
Problem-solving Skills
Able to develop and implement solutions necessary to ensure increased patronage and customer satisfaction
3
