Aftersales Manager

Resource Recruitment; Ferndown; On-site; GBP 40,000 - 55,000; Full time

Job summary

Resource Recruitment is seeking an experienced Aftersales Manager to lead and develop a busy commercial vehicle Aftersales Department in Ferndown, near Bournemouth. This is a key permanent role responsible for improving processes, communication and customer experience, while ensuring manufacturer KPIs and dealer standards are consistently achieved.

You will oversee day-to-day performance of Parts, Service and Workshop, drive continuous improvement, manage technicians, and report departmental

Qualifications

• Strong knowledge of commercial vehicles including HGVs, vans and fleet maintenance.
• Experience managing technicians and workshop operations.
• Good technical knowledge of servicing, inspections, diagnostics and repairs.
• Strong customer and fleet-account management skills.
• Commercial awareness including labour rates, parts margins, recovery costs, warranty work, WIP and profitability.
• Excellent planning, scheduling and organisational skills.
• Strong understanding of UK Health & Safety and vehicle compliance.
• Excellent communication and problem-solving skills.
• Calm and decisive under urgent repairs, breakdowns and changing priorities.
• Focus on customer retention and vehicle uptime.
• Proficiency with workshop management systems and MS Office/Excel.

Responsibilities

• Lead, manage and develop the Aftersales team, including technicians and support staff.
• Manage workshop operations, technician capacity, service activity, parts and scheduling.
• Review and improve processes to increase efficiency and reduce admin.
• Monitor departmental KPIs, targets, productivity and profitability.
• Build and maintain relationships with manufacturers, suppliers and customers.
• Ensure manufacturer standards, campaigns, recalls and warranty requirements are implemented.
• Improve communication between Aftersales, Sales, Parts, Workshop, Accounts and Vehicle Administration.
• Take ownership of customer experience, complaints and service issues.
• Manage customer and fleet-account relationships, ensuring clear communication.
• Ensure Health & Safety requirements and relevant legislation are followed.
• Oversee risk assessments, training records and compliance documentation.
• Identify training and development requirements across the department.
• Monitor costs, productivity, labour recovery, margins and WIP.
• Report departmental performance and improvement plans to senior management.
• Lead continuous improvement projects and introduce new systems or processes where appropriate.

Skills

Commercial vehicles

Workshop management

Customer & fleet management

Labour margins & profitability

HSE adherence

Planning & scheduling

Communication

Problem solving

Excel / MS Office

Tools

Workshop management systems

MS Excel

Job description

Aftersales Manager

Job Location: Near Bournemouth, Dorset

Job Type: Permanent

Salary: £40,000 - £55,000 per annum, depending on experience

Hours: 42.5 hours per week, Monday - Friday 8am - 5pm

We are looking for an experienced Aftersales Manager to lead and develop a busy commercial vehicle Aftersales Department in Ferndown in a newly created role.

This is a key management position, responsible for improving processes, communication, team performance, compliance and customer experience, whilst ensuring manufacturer KPIs and dealer standards are consistently achieved.

As Aftersales Manager, you will oversee the day-to-day performance of the Aftersales Department, working across Parts, Service and Workshop to improve efficiency, productivity and customer satisfaction.

You will take ownership of continuous improvement, people management, manufacturer requirements, Health & Safety and departmental performance.

Key responsibilities:

• Lead, manage and develop the Aftersales team, including technicians and support staff.
• Manage workshop operations, technician capacity, service activity, parts and scheduling.
• Review and improve processes to increase efficiency and reduce unnecessary administration.
• Monitor departmental KPIs, targets, productivity and profitability.
• Build and maintain strong relationships with manufacturers, suppliers and key customers.
• Ensure manufacturer standards, campaigns, recalls and warranty requirements are effectively implemented.
• Improve communication between Aftersales, Sales, Parts, Workshop, Accounts and Vehicle Administration.
• Take ownership of customer experience, complaints and service issues.
• Manage customer and fleet-account relationships, ensuring clear and professional communication.
• Ensure company procedures, Health & Safety requirements and relevant legislation are followed.
• Oversee risk assessments, method statements, training records and compliance documentation.
• Identify training and development requirements across the department.
• Monitor costs, productivity, resource utilisation, labour recovery, margins and WIP.
• Identify opportunities to improve efficiency, profitability, customer retention and repeat business.
• Report departmental performance and improvement plans to senior management.
• Lead continuous improvement projects and introduce new systems or processes where appropriate.

The successful candidate will have strong commercial vehicle experience and proven experience managing technicians and workshop operations.

You will have:

• Strong knowledge of Commercial vehicles; HGVs, vans, trailers and fleet maintenance.
• Experience managing technicians and workshop operations.
• Good technical knowledge of servicing, inspections, diagnostics and repairs.
• Strong customer and fleet-account management skills.
• Commercial awareness, including labour rates, parts margins, recovery costs, warranty work, WIP and profitability.
• Excellent planning, scheduling and organisational skills.
• A strong understanding of UK Health & Safety and commercial vehicle compliance.
• Excellent communication and problem-solving skills.
• The ability to remain calm and decisive when dealing with urgent repairs, breakdowns and changing priorities.
• A genuine focus on customer retention and vehicle uptime.
• Competence using workshop management systems and Microsoft Office/Excel.

What's on Offer

• £40,000 - £55,000 salary, depending on experience
• Monday to Friday working hours, 8.00am - 5.00pm
• The opportunity to take a leading role within an established commercial vehicle operation
• A position with genuine scope to improve processes, performance and customer experience

Resource Recruitment is an equal opportunities employer and is committed to a policy of treating all its employees and job applicants equally. It is the policy of the Company to take all reasonable steps to ensure that each applicant is assessed only in accordance on the basis of their qualifications, skills and abilities to perform the relevant duties without prejudice in regards to background, religion, ethnicity, age, sexual orientation, disability or gender.