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Job Description
- Maximize departmental profitability through the sale of labor and parts to enhance After Sales revenue.
- Increase departmental efficiency and profitability in line with Company objectives.
- Identify areas for improvement in After Sales processes and implement necessary changes.
- Develop and implement strategies to increase customer satisfaction and retention.
- Ensure proper handling of customer complaints and provide effective solutions.
- Stay updated on industry trends and best practices in After Sales service.
- Collaborate with sales and marketing teams to enhance overall customer experience.
- Participate in the development of After Sales service policies and procedures.
- Drive a collaborative and dynamic planning process proactively by comprehending the work that needs to be accomplished in line with the capacity and capability of the wider team.
- Fulfill managerial duties by overseeing project utilization and employee efficiency.
- Promote improvement and consistency among the After Sales team to enhance overall group performance.
- Revise and analyze reports to identify the reasons for any deviations and offer recommendations to resolve problems.
- Create initiatives to achieve and enhance customer satisfaction by maintaining continuous communication channel to gather valuable feedback on service quality for the whole group.
- Oversee the activities of After Sales teams in service centers to guarantee the fulfillment of department’s established goals.
- Develop and implement effective strategies to ensure the customers’ expectations are met and increase returns.
- Develop and provide optimum support and service processes; tools and systems which serve the business to maintain quality.
- Develop service centers process and increase productivity.
- Cultivate strong relationships with relevant parties through meetings, ensuring dealer standards are upheld, and complying with systems and procedures.
- Ensure compliance with all general rules and company policies when carrying out job duties.
- Follow up on the team performance and solve any raised issues in the assigned branches/ brands.
- Communicate with all related Departments to maintain smooth workflow and solve any related issues.
- Train, motivate, and lead after sales teams to achieve targets, set objectives and follow up on results.
- Maintain an up-to-date knowledge of job operations by conducting research and participating in educational seminars, programs, talks, etc.
- Provide periodic reports to management on all after sales activities
Job Requirements
- B. Engineering degree or relevant field.
- +15 years of experience in automotive industry.
- Previous experience as an After Sales Director in the Automotive Field.
- Proven After sales executive experience, meeting and exceeding targets.
- Proven experience in Spare parts with B2B and B2C customers.
- Ability to communicate, present and influence all levels of the organization, including executives and C-levels.
- Demonstrated experience in the management of Aftersales Services department in a target driven role.
- Experience in implementing change and development of processes to increase efficiencies.
- Have a strong drive for results and the determination to deliver according to plan.
- Proven ability to drive the After Sales process from plans till implementation and achievement.
- Proven ability to position Parts products against competitors.
- Demonstrable experience as head of After Sales, developing client-focused, differentiated and achievable solutions.
- Excellent listening, negotiation and presentation skills
- Excellent verbal and written communications skills
- Strong mindset for meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality.
- Have an inquisitive mind with a keen eye for detail and will strive for world class performance, promoting innovation, teamwork and people development.
