Retail Aftermarket Executive

**Mission/ Purpose of Job**
- Supports Aftermarket Manager in all Aftermarket related activities to develop the Aftersales business, and drive continuous improvements to the operations to achieve Customer satisfaction
- Handle all administrative responsibilities related Service Agreement contracts into SEMA, LDS, CQ Online, Invoicing and generating weekly & monthly reports for management
- Key personnel in-charge to ensure profitability of the entire service agreement portfolio
- Manage and improve Customer support and satisfaction levels
- Develop & manage soft product offering including Service agreement, Dynafleet

**Key Responsibilities
**End-to-end Service Agreement Responsibility**
- Manage Service agreement portfolio, analysis, reporting, administration and improvement activities to achieve breakeven or positive outcomes for the business
- Manage Service sales offering with the right prices and ensure service agreement processes and guidelines are strictly followed to eliminate risks to the business
- Ensure Service agreement quotations and contracts are created in accordance to guidelines for approval before offering to customers
- Manage and execute Service Agreement Contract administration processes from SeMA entry, monthly invoicing and reports, financial settlement and provisions, and systematic filing and documentation system
- Monthly report to sales team for Service Agreement sponsorship by sales
- Manage and Improve usage of Service Agreement systems i.e. SeMA, CQ Online
- Main PIC for Service agreements related matters, training and ad-hoc enquiries for dealer, market company and customers
- Ensure new VOSP creation for all new trucks delivered, to allow for CQ Online quotations
- Manage Aftermarket Reman parts project, implementation, processes etc.
- Responsible for reports generation from Aftersales systems such as LDS, SeMA, & etc

**Telematics & Dynafleet Management**
- Manage and improve Dynafleet, Telematics Product offering, processes, systems etc.

**Retail Campaigns**
- Manage Commercial Activities i.e. VOSP, VST, Service and repairs checks, Campaign packages creations, parts supersession update in packages etc.
- Collaborate with Marketing Department to fulfil efficient aftermarket marketing activities

**Aftermarket Support**
- Support in Self-Maintenance Contracts, Revenue and customer management
- Support Aftermarket Sales strategies and campaigns for better market penetration
- Support SA customers, improve customer experience and increase customer satisfaction

Undertake any other tasks, special assignments and project work assigned by management

The above list of job duties is not exclusive or exhaustive and may be change reasonably based on situation by management

Job descriptions shall be regularly reviewed to ensure they are relevant & accurate representation of the job

**Key Interfaces**
- Market Company
- Dealership
- All customers and prospects (any form of inquiry) of UD Trucks Singapore

**Key Targets and Results**
- Touch Point
- Customer satisfaction (CSI)
- Pulse Check
- Dealership KPI - Utilities, Efficiency, Productivity, Retail Profitability

**Education and/or Training Qualifications and Certifications**
- Degree/Diploma in Business Studies/Technical/Computer systems or equivalent
- Formal training in leadership, communication and people management skills

**Experience and Knowledge**
- At least 2 years’ experience in Automotive business
- Good understanding of technical aspect of the service & parts business
- Able to multi-task and work independently
- Mature and pleasant personality, with good interpersonal skills and ability to communicate with people from all levels
- Willingness to learn
- Ability to work in fast-paced environment
- Proactiveness and takes initiative

**Technical/ Functional/ Language Skills**
- Individual contributor role but responsible for Service Agreement Portfolio
- Good understanding of the UD Trucks Business
- As all documentation is in English, proficiency in the English language is required
- Strong customer service orientation and experience in teaching customer service skills to staff in a retail environment
- Ability to manage interpersonal conflict
- Develops and fosters professional relationship with peers, customers, vendors and management
- Results oriented

**About Us
**We are one UD family**

UD Trucks is a leading international commercial vehicle solutions provider headquartered in Japan. At UD Trucks, we are defining the next generation of smart logistics solutions through advanced innovations in automation, electro mobility and connectivity.

UD Trucks develops, manufactures and sells a wide range of heavy, medium and light-duty trucks, operating in more than 60 countries across all continents. Our trucks and people go the extra mile for our customers and business partners, day in and day out.

We are an 8,000-strong team of colleagues with 40 nationalities who bring diversity and passion in delivering our pro