Description:
Regional After Sales Manager
An international automotive OEM is looking for a suitably qualified & experienced candidate to fill Regional Aftersales Manager position based in Sandton, Johannesburg
Brief Role Description
To deliver specialised After Sales consulting services, driving the accomplishment of strategic After Sales goals within the Dealer Network. Monitor, guide, and proactively implement interventions focused on Dealer Growth, Profitability, Customer Experience Management, while ensuring After Sales proficiency within the Dealer network. Achieve KPIs related to Customer Experience Management, Dealer After Sales Growth and Profitability, After Sales Service Quality, Parts Performance, and After Sales training expertise. Serve as the liaison between the Dealer and broader VWGA on After SalesKey responsibilities
Contribute to the implementation of After Sales Strategic Focus Areas according to the annual After Sales Business Plan.
Provide professional and specialised After Sales consulting services to defined / allocated region and Dealers.
Manage the performance of own regions Dealers in the attainment of Customer Experience Management, Parts and Service Business Objectives.
In consultation with Dealers, develop, implement and track own regions Dealers business plans to achieve critical targets in line with the After Sales strategy and ensure future market share growth.
Maintain a roster for regular Dealer visits to ensure the review of relevant performance data with each Dealer and agree appropriate action to drive improvement in all areas of After Sales.
Ensure the Dealer is fully operational as per requirements of the Franchise Agreement for all After Sales aspects including but not limited to all available electronic Parts & Technical systems, for e.g. ETKA, ElsaPro, IPartner etc. and monitor all necessary training needs.
Understand various company Policies which govern After Sales operations including but not limited to Service Core Process, Warranty, Service & Maintenance Plans, Parts Sales & Targeting, Group Standards for training for key personnel and Dealer Performance / Review processes.
Together with the Dealer, assist in the resolution of escalated Customer complaints within the approved structures.
Monitor and advise Dealers on the parts ordering process ensuring adherence to company protocols and supporting Dealers in optimising parts sales and order patterns.
Develop and maintain a good understanding of the respective markets within the context of the SA Motor industry (penetration, segmentation, pricing, competitor activity, trading