Deputy General Manager – Aftersales at CIG Motor Ltd

• The Deputy General Manager – Aftersales at CIG Motors will oversee service operations, spare parts management, customer support, and warranty administration, ensuring top-tier vehicle maintenance and customer satisfaction. This professional will develop strategies to improve efficiency, profitability, and service quality, managing workshop productivity, spare parts inventory, and revenue growth. The ideal candidate will collaborate with sales, finance, and marketing to enhance customer retention and drive business expansion. This role requires strong leadership, financial acumen, and deep automotive industry knowledge to optimize aftersales operations and maintain CIG Motors’ market leadership.

Key Responsibilities:
Aftersales Strategy & Operations

• Develop and implement an aftersales strategy aligned with the company’s overall business goals.
• Oversee the service and parts departments, ensuring operational efficiency and profitability.
• Monitor and analyze key performance indicators (KPIs) to drive improvements in service quality and customer retention.
• Ensure proper inventory management of spare parts, optimizing stock levels to reduce costs and improve availability.
• Lead initiatives to enhance workshop productivity, turnaround time, and first-time fix rates.

Customer Service & Satisfaction

• Establish and maintain high standards of customer service, ensuring customer satisfaction and loyalty.
• Develop and implement customer feedback mechanisms to improve service quality continuously.
• Resolve escalated customer complaints efficiently, ensuring customer retention.
• Collaborate with the marketing team to develop customer engagement programs and loyalty initiatives.

Financial & Revenue Growth

• Drive revenue generation from aftersales services, including repairs, maintenance, and spare parts sales.
• Set and achieve sales targets for spare parts and service packages.
• Control costs by monitoring budget expenditures, pricing strategies, and warranty claims management.
• Identify and develop new revenue streams such as extended service contracts and value-added services.

Leadership & Team Management

• Lead, train, and develop the aftersales team, including service managers, technicians, and customer service representatives.
• Implement staff training programs to enhance technical skills, product knowledge, and customer service.
• Establish and maintain a high-performance work culture within the aftersales department.
• Conduct performance evaluations and set clear objectives for team members.

Compliance & Standards

• Ensure all aftersales operations comply with local automotive regulations and company policies.
• Maintain health and safety standards in service workshops.
• Stay updated with industry trends and best practices to maintain a competitive edge.
• Ensure proper documentation and compliance with warranty policies and OEM (Original Equipment Manufacturer) guidelines.

Requirements

• Bachelor's degree in Mechanical Engineering, Business Administration, Automotive Engineering, or a related field.
• MBA or equivalent qualification is an advantage.
• 10+ years of experience in the automotive aftersales industry, with at least 5 years in a senior managerial role.
• Proven track record in managing large-scale aftersales operations, including service workshops and parts distribution.
• Strong leadership and team management skills.
• Excellent customer relationship management skills.
• Experience with automotive diagnostic tools and service management software.
• Strong financial acumen and experience in budgeting, forecasting, and cost control.