Aftersales Manager

Elite Group Holding; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company seeks an Aftersales Manager to oversee service and parts operations in Dubai. The role involves managing teams, ensuring customer satisfaction, and optimizing profitability through effective operational strategies. Ideal candidates will have robust leadership skills and experience in service management, aiming to drive performance and customer retention.

Qualifications

• Experience in service and parts management.
• Strong leadership and communication skills.
• Proficiency in financial oversight and operations management.

Responsibilities

• Supervise aftersales staff and manage day-to-day operations.
• Ensure high standards of customer service and satisfaction.
• Oversee budget management and financial performance.

Skills

Leadership

Customer Service

Financial Management

Process Improvement

Job description

The Aftersales Manager is responsible for overseeing the service, parts, and accessories departments. They ensure exceptional customer service, efficient operations, and revenue generation through service and parts sales.

Duties and Responsibilities:

Team Management:

• Supervise and provide leadership to service advisors, technicians, parts staff, and other aftersales department employees.
• Set performance goals, conduct regular evaluations, and provide training and coaching to team members.
• Foster a positive and collaborative work environment to enhance productivity and employee satisfaction.

Customer Service and Satisfaction:

• Ensure excellent customer service by addressing customer inquiries, complaints, and concerns promptly and professionally.
• Monitor customer feedback and implement strategies to improve customer satisfaction levels.
• Interact with customers to understand their needs and concerns, ensuring a positive customer experience.

Service Department Operations:

• Oversee the service department's day-to-day operations, including scheduling appointments, assigning tasks, and managing workflow.
• Monitor service quality, repair efficiency, and adherence to dealership and manufacturer standards.
• Work closely with service advisors to optimize customer service and increase service department revenue.

Parts and Accessories Department:

• Manage parts inventory, ensuring adequate stock levels and efficient order processing.
• Monitor parts sales, profitability, and customer demand trends.
• Implement effective merchandising and sales strategies for accessories and related products.

Financial Management:

• Develop and manage budgets for the service and parts departments.
• Monitor departmental expenses, control costs, and maximize profitability.
• Analyze financial reports and key performance indicators to identify areas for improvement and implement corrective actions.

Vendor and Supplier Management:

• Negotiate contracts and agreements with suppliers and vendors for parts, accessories, and service-related products.
• Evaluate supplier performance and make recommendations for changes if necessary.
• Establish and maintain strong relationships with key suppliers to ensure timely deliveries and favorable terms.

Process Improvement:

• Identify opportunities for process improvement in service and parts operations.
• Implement efficient workflows, streamline processes, and enhance overall departmental productivity.
• Introduce new technologies and tools to improve efficiency and customer experience.

Compliance and Regulations:

• Ensure compliance with dealership policies, industry regulations, and safety standards.
• Stay updated on manufacturer requirements, warranty guidelines, and aftersales service standards.
• Implement and monitor quality control measures to maintain high service and parts standards.

Marketing and Promotions:

• Develop and execute marketing and promotional campaigns to boost service and parts sales.
• Collaborate with the marketing team to create targeted advertising materials and customer communication strategies.
• Monitor the effectiveness of marketing initiatives and adjust strategies as needed.

To achieve the company objective on coaching, training and provide a career path.

To implement the Principals Dealer standards on Systems and processes for achieving compliance and adopting best business practice.

To plan and deliver optimal utilization of the manpower resources to meet or exceed After sales performance KPI benchmarks on productivity, efficiency, turnaround time, revenue per order.

Ensure and monitor optimal capacity of resources in the service center to deliver Total Quality Management and improve service retention through process and people development.

To adhere to product concern handling and escalation process to achieve timely resolution and customer satisfaction and ensure staff are technically updated of the developments.

Ensure Service & Workshop operations adhere to all Company and statutory processes, procedures and guidelines.

Ensure Parts & Warehouse operations adhere to all Company and statutory processes, procedures and guidelines.

Compliance of all local Government and Principal Policies and procedures to minimize Operational Risk at the service center.