Aftersales Manager
1 week ago
Responsibilities
- Lead the Aftersales team
- Responsible for the life cycle of boats delivered to customers at least during the warranty period, after which, in accordance with the customer's needs, spare parts sales and technical support.
- First point of contact with client - receives claims from the client or the shipyard
- Inspects the defects
- Create and share reports to the shipyard
- Communication arrangements and quote inquiries with the suppliers and clients
- Review quotation and decide final price
- Send quotation to the shipyard and arrange approvals
- Arrangements with Suppliers/subcontractors - financial, generic and specific cases
- Inspection of the delivered works
- Control of payments and relevant follow ups with suppliers/subcontractors and shipyards
- Suppliers/subcontractors invoice handling and issuance of HONG SEH YACHTING invoices towards the shipyards
- Supervision of new boats delivery
- Representation at shows and shipyard events
- Approving the readiness of the boat to be handed over and transferring responsibility for the boat to yourself and maintaining customer satisfaction from then on. Ensure documentation and completion of new yacht handover punch lists. At conclusion of new yacht handover, execute Delivery Handover Certificate with the client, ensuring all punch list items are noted along with responsible party.
- Manage incoming warranty, service and parts requests from customers and key in to Brand's software system. Warranty . Processes warranty claims on a timely basis for each boat owner.
- Regularly update the Customers on the status of the claims submitted.
- Processes all warranty paperwork to ensure proper and accurate documentation.
- Coordinate and follow up with outside Contractors and distributors as needed.
- Reconcile all warranty receivables with payments through the appropriate accounting schedule.
- Follows up on payment of outstanding claims.
- Manage warranty contributions to maintain client goodwill and minimize company expense.
- Handles and resolves all claim corrections and charge-back.
- Resubmit all rejected claims promptly or receive authorization to write them off.
- File and maintains all service records as required by the warrantor.
- Order parts
- Quote the customers for correct parts & prices.
- Make sure the customers are billed & paid.
- Manage the shipping & delivery of the parts.
- Provide assistance to sales team with customer and technical inquiries.
- Manage recalls and factory service bulletins.
- Develop strategic partnerships and explore new opportunities.
- Provide exceptional customer service and maintain client relationships.
- Collaborate with the marina manager and uphold group policies.
- Some travel required and some weekends required for boat shows, travel.
Qualifications
- Experience in the yachting industry
- Sales Experience
- Technical experience is desired
- Excellent knowledge of Microsoft office and invoicing/CRM software
- Excellent interpersonal and strong communication skills.
- Passion for boating and a customer-centric mindset.
- Thrive in a high pace environment
- Fluent verbal and written knowledge of English, appropriate technical education, a good collaborative ability, practical, responsible, and effective working methods.
Join us and be a key player in driving boat sales success
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