AfterSales Manager - Automotive at Hobark International Limited (HIL)

Description
Role: Co-ordinate all aftersales activities nationwide to improve profitability and enhance customer satisfaction

Main activities:

- Maintain standards of performance of the parts and service teams

o Effectively lead the aftersales teams by coaching and performance managing the team
o Recruit and select team members in line with organisational requirements.
o Maintain a safe and healthy working environment, ensuring staff

- Key responsibilities

o Maintain customer service standards and ensure understanding and adherence to the requirements of customer satisfaction
o Ensure sufficient resources are available to meet servicing requirements and regularly review key operating controls (labour efficiency, labour sales, cost of sales).
o Ensure effective stock control and warehouse management through regularly reviewing key operating controls (negative stock reports, margin and volume performance) in line with manufacturers’ standards
o Maximise commercial opportunities through developing and implementing campaigns within specific market sectors.
o Monitor and evaluate customer needs and competitor activity in the market, ensuring that marketing campaigns are relevant and targeted.
o Ensure all Service processes meet H&S requirements and that they are implemented in a consistent manner.
o Regularly communicate and interact with members of other departments to develop the business and CFAO’s ethos.
o Initiate and propose new business opportunities

- Submits aftersales reports

o Creates a comprehensive monthly aftersales reporting system
o Prepares reports by collecting, analysing, and summarising information and improving on any low performance
o Escalates customer requests and complaints through a tracking system

Specific knowledge required:

- Proficiency in engineering, operations management and change management techniques
- Proficiency in coaching and training