The Head of Aftersales is responsible for supporting Aftersales Managers with the support of the Parts Manager, Warranty Manager and Technical Manager. This position will be working with the Executive Vice President to align the Service and Parts in the most efficient and strategic way. This position is responsible for achieving annual net sales down to net profit. Communicate with key account customers and the review our 3rd party service providers, including Bodyshops. This position’s primary responsibility is ensuring organizational effectiveness by providing leadership for the organization’s operations and strategic planning of the service and parts warehouse whilst maximizing revenue growth, improving customer satisfaction, and ensuring operational excellence in service delivery, parts management, and warranty administration.
KEY ACCOUNTABILITIES
STRATEGIC
- Plan, direct, launch an effective strategy for workshop outputs.
- Monitor, control and analyze budget, targets, objectives and goals for performance and implement necessary actions.
- Ensuring warehouse operation systems are aligned with all dealership operation guidelines & company policy.
- Ensure of complying and maintaining the Service and parts operation procedures associated with ESMA (Emirates Standards).
- Coordinate with marketing department to conduct routine service and parts campaigns to acquire new customers and retain existing customer visits. Providing an express service for fleet customers through Annual Contracts for Mechanical Repairs & Services.
- Retain customer satisfaction through feedback surveys and handling customer’s problems in coordination with CRM department. Develop and execute national aftersales strategies to drive business growth and improve customer satisfaction.
- Lead and manage a team of aftersales professionals to ensure effective delivery of aftersales services.
- Collaborate with cross-functional teams to ensure alignment and integration of aftersales initiatives.
- Analyze and interpret data to inform aftersales strategies and optimize performance.
OPERATIONAL
- Managing overall service operations across all customers sets (Insurance Companies, Fleet Customers and retail customers) ensuring achievement of business goals and sustaining profitability of the company.
- Coordinate the various activities of the After Sales Operations with all the departments concerned, to ensure a smooth running & harmonious working environment.
- Retain customer satisfaction through monitoring implementation work system, and handling customer’s problems in coordination with Customer Care department.
- Randomly visit the workshops to make sure those systems are in place and customers are getting the best quality of services and on time.
- Ensure that all levels of service personnel are adequately trained & provided with up to date technical data.
- To implement the promotions activities properly in coordination with marketing department in comparison with competitors.
- Participate in external aftersales activities such as training, conferences, franchisee meetings, prepare all reports related to discussions & communicate with your team.
- Ensure strong leadership for the service repair operations, parts warehouse management and warranty administration and claims management.
PEOPLE MANAGEMENT
- Introduce new revenue streams related to Electric Vehicle Services. Identify opportunities for process improvements and implement changes to increase efficiency and effectiveness.
- Collaborate with the manufacturer on product development to ensure aftersales considerations are integrated into product design and development therefore improving vehicle quality and reducing warranty repairs.
EDUCATION AND TECHNICAL CERTIFICATIONS
- Preferred: Master’s in Business Administration /MBA
- Minimum: Bachelor of Engineering, Specialization- Automobile with Proven experience in aftersales operations
KNOWLEDGE AND SKILL
- Sound knowledge of Business and Management Principles involved in strategic planning, money flow, resource allocation, service methods, and coordination of people Driving to results by setting Targets. Controlling resources and its utilization.
- Knowledge of finance P&L Knowledge of principles and processes for providing customer satisfaction includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Good Administration, Leadership, Decision making and Problems solving skills.
- Excellent Interpersonal and Communication (Written, oral & expression) skills.
- Self-confident with conceptual and analytical thinking along with near & far vision.
EXPERIENCE
- Preferred: Minimum 15 years’ experience in handling Automobile Dealer Service, Warranty, Technical and Parts Operations
- Minimum: Minimum 10 years of experience in a Senior Managerial Role.
