Aftersales Operations Manager
2 weeks ago
Aftersales Service Manager.
About the RoleWe are looking for an exceptional Aftersales Service Manager to lead our Service team in achieving business objectives and ensuring customer satisfaction. The ideal candidate will have a broad understanding of the automotive industry, with minimum 5 years of experience in premium brand automotive business and management. They will be responsible for managing the service centre's daily work processes, workshop diagnosis, networking, software, and equipment maintenance. Additionally, they will determine efficiency, productivity, utilization rate, service sales turnover, and net promoter score on a monthly basis by evaluating time analysis reports and management reports. Our ideal candidate will also assess the need to purchase consumable items, tools, and equipment, propose measures to streamline work processes, motivate staff, and maintain good customer relations. This role requires strong communication skills, analytical thinking, and the ability to build strong relationships with internal and external stakeholders.Key Responsibilities
- To lead the Aftersales Service team in achieving the company's set goals and ensure that business objectives, KPIs in service delivery, customer service satisfaction, service processes, and operating profits are being monitored closely and met accordingly.
- Responsible for recruitment and deployment of staff under their charge to ensure that daily operations run optimally.
- Maintain and ensure that the service centre meets government regulations such as Workplace health and safety of our workshop and frontline employees.
- Determine the degree of efficiency, productivity, utilization rate, service sales turnover, and net promoter score (NPS) on a monthly basis by evaluating the time analysis report, management report, and VOC report.
- Assess the need to purchase and authorize the ordering of workshop consumable items, tools, and equipment.
- Broad understanding of all aspects of the automotive industry.
- Minimum 5 years of experience in premium brand automotive business.
- Minimum 5 years management experience.
- In-depth understanding of all aspects of the Aftersales discipline. Service, Bodyshop, Parts, Pre-delivery, Trade Sales, and Customer Service.
- In-depth understanding of all aspects of the Principal/Importer and retailer relationship and business practices. (Corporate Identity, resource requirements, customer satisfaction, training, marketing, and communications).
- Result-driven individual with strong business acumen.
- Aggressive and forward-thinking.
- Ability to analyze and use Financial Reports.
- Excellent communication skills, including presentation effectiveness.
- Well-rounded conceptualization skills, creative ideas generator.
- Well-rounded personal effectiveness with good negotiation and influencing skills.
- Emphasis on performance, goal, and team-oriented.
Mon - Fri 8.30am - 5.30pm. Sat 8.30am-...
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