Group Aftersales Manager

5 days ago

Johannesburg, South Africa Platinum Engineering Recruitment Specialists Full time

**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

**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

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