Department Manager

Job Description

1. Sales Target, Business Development & Profitability

Sales and Profitability

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Work in cooperation with the General Manager of T&I on matters relating to Country Performance such as establishing annual sales budget and preparing strategic business plan.

• Work in cooperation with regional management team to implement regional sales initiatives and action plan.

• Manage the sales team to achieve the overall sales budget and profit margin whilst ensuring that all sales activities and business processes are performed in accordance with the policies and procedure of the company.

• Promote and sell the assigned products to achieve sales and profit margin that are in line with the Company's standard contract T&C.

• Identify and increase sales to inactive customers.

• Increase sales to existing customer through up-selling and cross-selling, where appropriate, by meeting with customers together with the scheduled meeting of the equipment sales team.

• Ensure maximum profitability for performance and non-performance parts through constant monitoring of costs/prices/margins and analyzing of sales data.

• Gather market intelligence and conduct competitor analysis in identifying parts sales strategies and opportunities.

• In cooperation with Company management, implement the established control mechanism in the division to limit risk exposure.

• Utilize and leverage on the use of the organization's assets to drive efficiency and productivity in business.

• Maintain and update customers' profile and identify potential demand and sales from customers' historical data and equipment listing.

Service & profitability

• Work with the General Manager on matters relating to country performance, such as establishing annual service budget and preparing strategic business plans.

• Work with the regional management team to implement regional service initiatives and action plans, and plan and execute service plans in line with regional and local strategies to ensure high productivity and efficiency.

• Manage the Service team to achieve the business targets whilst ensuring service activities and business processes are performed in accordance with the policies and procedures of the Department and the Group.

• Systematically and continuously develop and enforce strong relationships with internal and external customers and suppliers to gather market information in ensuring competitiveness in the market segment.

• Build good rapport and cultivate professional and effective business relationship with Principals.

• Responsible to maintain high efficiency and productivity level of the team and to achieve high customer satisfaction index on all completed jobs.

• Establish, maintain and monitor manpower utilization with proper work schedule according to service activities.

• Ensure that the workshop equipment, special tools and service vehicles are adequate, and well maintained in accordance to the safety requirements of the Company and the authorities.

• Responsible for timely and successful submission of warranty claims to Principals and safekeeping of supporting documents.

• Ensure high quality of repairs in accordance to manufacturers' repair standards and guidelines, and timely completion of any reworks or service campaigns by Principals.

• Analyze and establish control systems within the Department and ensure that service records, technical documentation and manuals are secured to avoid misplacement or unauthorized removal.

Marketing

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Systematically and continuously develop and maintain strong relationships with customers and suppliers to gather market information to stay ahead of competition.

• Undertake market analysis and benchmarking against competitors to gain strategic advantage for improved performance

• Develop and execute sales and marketing plan that are in line with the business strategic goals through cooperation with sales and regional management team members.

• Develop and implement marketing tools and programs with the objective to drive for increase in sales, overall market share as well as to combat loss of key business to competitors.

2. Quality, sales & service standards

• Responsible for successful completion and delivery to customer in accordance with the agreed timeline and/or established standards.

• Ensure quality of sales and service information in the system to support the business.

• Work in co-operation with local and regional management team to establish and implement T&I Quality and Service Standards to ensure satisfactory level of customer service in meeting the expectations of external customers.

• Continuously promote and maintain good relationships and customer service mindset within the organization for quality delivery of services.

3. Inventory planning & management

• Work with regional management team to establish annual stock level.

• Responsible for accurate inventory controls and appropriate year-end inventory levels.

• Perform proper inventory planning and management to optimize fill rates, minimizing stock obsolescence and inventory holding.

4. Logistics & Warehouse Operation

• Plan and manage the logistics and warehouse team to ensure day-to-day activities and workflow are performed effectively

• Select and work with third party logistics partners to ensure deliveries are tracked and satisfactorily completed.

• Supervise and manage the purchasing and shipping operation team to ensure activities in terms of procedural and documentation compliance are in accordance with the Company standards and guidelines.

• Work closely with internal and external parties in the region to coordinate the full purchase order cycle with a focus to fulfil requirement and service quality.

• Carry out periodic complete checks and review records and documents to ensure data entry integrity and discipline is attained at all times.

• Review regularly all delivery/import/export freight charges and set appropriate guidelines with an aim to be cost effective in all charges incurred.

• Continuously review and streamline business processes to leverage on the use of IT systems to drive for productivity.

• Address and resolve all issues and complaints in a timely manner.

5. Management Information System

• Update accurate and complete data and information into SAP and CRM for opportunities management.

• Establish and maintain monthly sales and service performance report to management and the team for visibility and drive for performance.

• Monitor and track sales and service order information through SAP/BiW system. Utilization of business information intelligence to drive productivity, growth and optimal profitability.

6. Managerial Responsibility

• Implement and maintain the Company's Performance Management System through annual goals setting, review and appraisal in accordance to established procedure and guidelines.

• Conduct annual training needs analysis to produce a total training plan relevant for staff.

• Select, train and develop the team to achieve the desired level of competencies and contribute to the long-term growth of the business.

• Plan and conduct on-boarding program for new staff and existing staff given new job role to integrate them into the organization/ job role.

• Responsible for managing expenses and account receivables to meet the budget expectation.

7. Non-Golf Sales

• Manage After Sales (Parts and Service) for HISAL.

• Collaborate with sales team of non-Golf products in an area for the entire selling process of identifying customers, creating demand and capturing orders by building relationships and formulating product and service solutions and specifications based on customers' needs.

• Partner with sales team to develop business plan for the area jointly with CM and RMs, implement and thereafter monitor periodic sales performance based on agreed targets and take appropriate action to ensure the performance stays on track.

• Together with the sales team, build and leverage a network to source new opportunities and maintain competitor awareness to ensure that the sales and service teams adequately cover the market.

• Involve in the activity with "across-country functions" like Project, Installation and Supply Chain Management to ensure that the required work done accordingly.

• Collaborate with sales team to review stock levels and set safety stock (reorder) quantity in utilizing aging stock >24 month on quarterly basis to achieve greater utilization of old stocks.

• Collaborate with the sales team to liaise with customers to understand issues and problems, work with the team in coming up with solutions to build and maintain long-term relationship with customers.

• Keep abreast of new updates of products and services to identify and target potential customers.

• Involve in the accurate updating of C4C data where applicable, to regularly monitor on reports, and provide feedback for effective control and guidance to team.

• Partner the sales team to Identify areas of improvements in sales and service organization, procedures and processes, develop action plans and follow up to ensure successful implementation.

Job Specifications

• Bachelor's degree in Automotive Engineering or related field

• 8-10 years in After-Sales operations and customer service environment, with leading and supervisory experience in parts and service workforce

• Preferably 3-5 years of spare parts sales/relevant experience

• Proficient in MS Office, SAP Business Warehouse (BW) application for sales information and CRM (opportunities management)

• Strong problem solving, analytical & organizational skills; able to prioritize and multitask

• Good knowledge of sales contract T&C, sales processes and service standards

• Competent in sales forecasting and budgeting

• A positive outlook and can-do attitude

• An entrepreneurial mindset and a drive to be hands-on