Head of Aftersales

**Area of responsibility**:

- Turnover and sell-out on wholesale and retail level
- Processes and standardization
- Marketing and promotion
- Annual business planning
- Profitability of wholesale and retail partners
- Network management
- Warehousing and supply chain management
- Customer satisfaction
- Special tools
- Technical support and field force
- Warranty management
- Training management
- Network and capacity management
- Recall management
- Workshop processes

**Markets**:
Singapore, Malaysia, Thailand, Myanmar, Cambodia, Hong Kong, Macau, Taiwan, Korea, Philippines, Australia, New Zealand

**Main responsibilities**:

- Achievement of set KPIs across aftersales business
- Develop and execute aftersales and parts strategy to drive growth
- Review current existing SOPs to streamline efficiency
- Work with internal stakeholders to ensure excellent business and network planning
- Support dealer network to ensure customer service satisfaction
- Develop and conduct aftersales training plans
- Identify and improve customer journey touchpoints
- Investigate and resolve customer issues, working with support team to improve delivery
- Evaluate dealer network and advise on sales optimization strategy
- Manage to uphold brand image and standards to ensure brand integrity
- Support and coach network during new product launches and development
- Supporting the coordination and evaluation of regional dealer network.
- Assistance in various Network Development related projects / business areas such as Maintenance Initiative, Systems roll-out & support, Network Planning, Corporate Architecture etc. or any other operational task.

**Turnover**:

- Monthly purchase forecasting
- Develop and implement suitable action plans for low performing markets/ KPIs
- Assure correct supply chain across entities and networks
- Analyze market demand and define possible business opportunities

**Standardization**:

- Improve, create and implement relevant Aftersales processes, tools and standards
- Align the standard of services across the importers and dealers of importers
- Operate Service processes that assist to meet the goals and improve customer satisfaction driven AS processes

**Profitability**:

- Assessment and regular monitoring of importer profitability
- Analyzing of price positioning and advising of price adjustments if needed
- Analyzing of effectiveness of active measures and offers

**Technical support and field force**:

- Supporting markets in technical requests
- Escalation of technical concerns
- Monitoring of technical requests
- Establishment of early warning monitoring
- Assessing of training gaps
- Establishment of standardized technical knowledge across network
- Conducting of field investigations upon request
- Review and development of technical bulletins

**Warranty management**:

- Management of warranty budget
- Monitoring of warranty claims
- Detailed analysis of warranty expenses
- Establishment of warranty analysis and reporting templates
- Preparation and conduction of warranty audits
- Assessment of training related warranty requests
- Conducting of field investigations upon request

**Recall management**:

- Ensuring of fulfillment of recall redemption targets
- Monitoring of recall redemption
- Reporting of recall completion
- Management and active steering of recall process in the markets
- Preparation of recall notifications
- Establishment of recall redemption strategy

**Network management**:

- Network and capacity planning
- Development, localization and follow up on standard processes
- Regular market visits
- Regular best practice sharing
- Monthly monitoring and reviews