RESPONSIBILITIES:
Build up after-sales service processes and related systems in accordance with the system and standard set by HQ.
Provide feedback to the National Aftersales Manager about the marketplace regarding owner expectations, dealership performance, franchise compliance, and other Aftersales projects as required.
Register dealer service transactions in accordance with HQ standards.
Ensure the function and implementation of the DSM of all parts sales, marketing, and purchasing objectives within the Region of the dealers.
Responsible for developing and following through to enhance dealership parts wholesale and retail operations, including improving profitability, process development, and implementation of parts retail, wholesale, and marketing strategy (parts and service).
Work with the National Aftersales Manager to achieve the region's Aftersales qualitative and quantitative goals (Key Performance Indicators).
Provide dealer assistance and technical support for incoming concerns and issues related to vehicles.
Work with the customer care department to register and react to customer complaints via the CRM system and reach resolution with the end user via the dealership.
Maintain quality and professional customer interaction at all times.
Expand customer base and brand visibility.
Manage dealership Aftersales staff training.
Responsible for future technical training to the dealership.
Execute regular technical training seminars.
Manage warranty policy and procedures.
Manage dealer parts sales and policy and procedures.
Ensure operating standards compliance.
Manage dealer aftersales department.
Responsible for future training and evaluation of aftersales personnel.
Manage dealer warranty and warranty audit.
Conduct regular dealership aftersales service evaluations, report, remedy, and oversee improvement of after service customer experience at dealership level.
Manage dealer certification and evaluation process.
Provide dealership best customer service.
Prepare weekly, monthly, quarterly, and annual reports as per HQ standards.
QUALIFICATIONS & SKILLS:
Grade 12 is essential.
3-5 years' experience within the Automotive Aftersales environment (OEM level will be advantageous).
Strong technical, warranty, and parts knowledge and experience.
Demonstrate strong written and oral communication skills.
MS Office proficiency (strong MS Excel skills required).
Valid Driver's License.
MUST BE ABLE TO TRAVEL extensively when required.
Job Type: Full-time
Expected Start Date: 2024/10/16
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