Aftersales Area Support Specialist

JETOUR MOTOR AUSTRALIA PTY LTD; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

JETOUR Motor Australia is seeking an Aftersales Area Support Specialist in Sydney to strengthen dealer capability and drive high-quality ownership experiences across the network. You will conduct regular dealer visits, perform performance analyses and develop structured improvement plans in collaboration with internal teams.

This hands-on, relationship-driven role requires operational expertise, strong stakeholder engagement and the ability to translate business objectives into measurable

Qualifications

• Relevant automotive trade, service, parts, warranty, business or operational qualification or substantial equivalent industry experience.
• Broad experience within an automotive dealership, OEM or distributor environment.
• Ability to analyse performance data and develop practical improvement plans.
• Strong stakeholder engagement, coaching and influencing skills.
• Excellent organisational and communication skills, with clear reporting and accountability.
• Proficiency with dealer management systems, KPI reporting tools, CRM/case-management platforms, action trackers and Microsoft 365.

Responsibilities

• Serve as the primary Aftersales contact for assigned dealers, maintaining regular engagement based on performance and priorities.
• Build trusted relationships with dealer principals, management teams and frontline Aftersales personnel to understand challenges and opportunities.
• Monitor dealer performance across service retention, customer satisfaction, workshop capacity, parts availability and warranty quality.
• Coach dealer teams to interpret data, identify root causes and implement improvement strategies.
• Conduct structured dealer visits and prepare reports outlining findings, actions and timeframes.
• Develop and maintain dealer action plans with progress tracking and evidence.
• Oversee territory performance, outstanding actions, risky cases and dealer support needs.
• Complete dealer standards and compliance reviews across service operations, parts, warranty, staff and records.
• Coordinate cross-functional support to strengthen dealer capability and efficiency.
• Coordinate with Service Operations, Technical, Parts, Warranty, Training and Customer Experience teams to resolve challenges.
• Support dealers in managing complex customer concerns and escalations.

Skills

Relationship management

Problem solving

Stakeholder engagement

Operational knowledge

Reporting

Education

Automotive trade qualification

Business/operational qualification

Tools

CRM

Dealer management systems

KPI reporting tools

Microsoft 365

Job description

Drive the future of automotive with JETOUR Australia

JETOUR Motor Australia is an automotive OEM with a growing network of authorised dealerships across Australia. Our Aftersales team plays a critical role in supporting dealer performance, strengthening operational capability and delivering an exceptional ownership experience for our customers. We work closely with our dealer network across service operations, parts, warranty, technical support, training and customer experience to establish consistent standards, drive continuous improvement and build long-term customer trust.

About the Role

The Aftersales Area Support Specialist, based in Sydney is the primary field-based Aftersales contact for an assigned portfolio of authorised JETOUR dealerships. This role is responsible for strengthening dealer capability, improving operational performance and ensuring a consistent, high-quality ownership experience across the network. Through regular dealer visits, performance analysis, operational reviews and structured improvement plans, you will identify opportunities, address performance gaps and support sustainable business improvement. Working collaboratively with dealer leadership and JETOUR's internal specialist teams, you will help deliver effective solutions across service operations, parts, warranty, technical support, training and customer experience.

This is a hands‑on, relationship‑driven role that combines operational expertise, performance management and customer advocacy. You will play an important part in supporting new model launches, service campaigns and dealer development initiatives while providing meaningful regional insights to Aftersales leadership.

Key Responsibilities

Dealer Relationship Management and Performance

Serve as the primary Aftersales contact for your assigned dealers, maintaining regular engagement based on dealer performance, operational priorities and business requirements.

Build strong, trusted relationships with dealer principals, management teams and frontline Aftersales personnel to understand local challenges, business objectives and improvement opportunities.

Monitor dealer performance across key measures, including service retention, customer satisfaction, workshop capacity, parts availability, warranty quality, technical case resolution and training compliance.

Coach dealer management teams to interpret performance data, identify root causes and implement practical, measurable improvement strategies.

Performance Improvement and Operational Excellence

Conduct structured dealer visits and prepare comprehensive reports outlining findings, priorities, agreed actions, responsibilities, timeframes and expected outcomes.

Develop and maintain dealer action plans, ensuring progress is monitored, supporting evidence is documented and agreed improvements are delivered.

Maintain an accurate overview of territory performance, outstanding actions, critical customer cases, operational risks and dealer support requirements.

Complete dealer standards and compliance reviews covering service operations, parts, warranty processes, customer handling, systems, staffing, facilities, tooling and records.

Identify performance gaps and coordinate support from relevant internal teams to strengthen dealer capability and improve operational efficiency.

Aftersales Support and Customer Experience

Coordinate with Service Operations, Technical, Parts, Warranty, Training and Customer Experience teams to resolve dealer challenges and improve service delivery.

Support dealers in managing complex customer concerns, repeat repairs and vehicle‑off‑road cases, ensuring issues are escalated promptly through established processes.

Identify and elevate safety‑related concerns, regulatory risks and recurring operational issues that may affect customer confidence or business performance.

Support the effective implementation of recalls, service campaigns, customer programs and other approved field initiatives, addressing barriers and escalating non‑compliance where required.

Contribute to new model launches and dealer readiness activities by identifying capability gaps, coordinating support and monitoring implementation progress.

Reporting and Continuous Improvement

Provide clear, timely reporting on dealer performance, emerging risks, recurring issues and regional improvement opportunities.

Use performance data, dealer feedback and customer insights to identify trends and recommend targeted improvement initiatives.

Promote consistent operating standards, accountability and continuous improvement across the authorised dealer network.

About You

You are a commercially minded automotive Aftersales professional who combines strong operational knowledge with excellent relationship‑management and problem‑solving skills. You are confident working independently in the field, influencing stakeholders at all levels and helping dealer teams translate business objectives into measurable results.

You will bring:

A relevant automotive trade, service, parts, warranty, business or operational qualification, or substantial equivalent industry experience.

Broad experience within an automotive dealership, OEM or distributor environment, with expertise across at least two Aftersales disciplines, such as service operations, parts, warranty, technical support or customer experience.

A demonstrated ability to analyse performance data, identify operational issues and develop practical improvement plans.

Strong stakeholder engagement, coaching and influencing skills, with the ability to build productive relationships with dealer principals, managers and frontline teams.

Excellent organisational and communication skills, including the ability to prepare clear reports, manage competing priorities and maintain accountability for agreed actions.

Confidence using dealer management systems, KPI reporting tools, CRM or case‑management platforms, action trackers and Microsoft 365.

A proactive, solutions‑focused approach, with the judgement to manage sensitive customer issues and elevate operational risks appropriately.

A current, unrestricted Australian driver's licence and the flexibility to undertake frequent regional and interstate travel, including regular overnight stays.

Why Join JETOUR Australia?

This is an opportunity to play a meaningful role in the development of an ambitious automotive brand and help shape its Aftersales operations as the Australian business grows.

We offer:

A competitive salary package aligned with your skills and experience.

The opportunity to work with an innovative global automotive brand and an exciting range of vehicle products.

The ability to influence dealer capability, customer‑experience standards and Aftersales processes as the Australian network develops.

A visible, influential role where your recommendations and initiatives can deliver measurable customer and commercial outcomes.

Opportunities for professional development and career progression as the business expands.

A collaborative and dynamic working environment where initiative, accountability and fresh thinking are valued.

Access to modern technology, tools and resources to support effective dealer engagement and performance improvement.

Ready to Drive Your Career Forward?

If you are passionate about automotive Aftersales, developing people and improving customer experiences, we would love to hear from you. Join JETOUR Motor Australia and help build a high‑performing dealer network that delivers consistent service standards, strengthens customer loyalty and establishes lasting trust in our brand.

Diversity and Inclusion

JETOUR Motor Australia is committed to creating a diverse, inclusive and respectful workplace where everyone has the opportunity to contribute and succeed. We welcome applications from people of all backgrounds, cultures, identities, ages and abilities. We recognise that diverse perspectives and experiences strengthen our teams, support better decision‑making and help us deliver exceptional customer experiences. We are committed to providing a fair and inclusive recruitment process and encourage applications from all suitably qualified candidates.