Aftermarket Manager

3 weeks ago

Kempton Park, South Africa Objective Personnel 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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