Aftersales Manager – Motorcycles

Jonathan Lee Recruitment; Coalville; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prominent recruitment agency is seeking an experienced Aftersales Manager for an iconic motorcycle brand in Coalville, UK. The successful candidate will be part of the UK management team, responsible for enhancing customer care and warranty resolution across distribution channels. Applicants must have over 10 years in the motorcycle or automotive sector, strong technical communication skills, and a full UK bike license. This role also involves managing budgets, training, and customer issues optimally.

Qualifications

• 10+ years progressive motorcycle or automotive dealer/OEM experience.
• A full UK bike license is required.
• Comprehensive working knowledge of Microsoft Office products.

Responsibilities

• Drive a Continuous Improvement ethos through reporting warranty and customer concerns.
• Manage aftersales operations across distribution networks.
• Develop the warranty process with stakeholders.

Skills

Technical experience with motorcycles

Customer-centric values

Strong communication skills

Organizational skills

Willingness to travel

Foreign language skills

Education

University graduate

Tools

Microsoft Office

DMS and Warranty Systems

Job description

Aftermarket Sales Manager - Motorcycles

As an iconic Motorcycle brand famous for its history and continued presence in the UK markets, to support their continued market and dealership engagement, they are seeking an Aftersales Manager who will be part of the UK management team and be accountable for Aftersales deliverables in support of Sales, Customer Care, Warranty Resolution, Parts, GMA, Quality, and Continuous Product Improvement.

To support continuous motorbike ownership, retention and repurchase, the position engages with senior management at UK company / manufacturing site along with their distributors and dealers, closely collaborating with the respective functional areas of Sales, Marketing, Finance, Operations, Field Teams, Quality, R&D, Engineering, Manufacturing, and Design. The role supports and guides the aftersales operations of the distribution network outside of

Responsibilities

• Drive a Continuous Improvement ethos through active reporting of warranty and customer concern data back to factory Quality and Product Improvement stakeholders.
• Act as the Aftersales ambassador for our clients' brand.
• Responsible for all aftersales areas of the business for our clients' brand in support of the distribution channels and dealer networks.
• Provide and deploy accessible technical support to the distribution channels and dealer networks.
• Be central to managing and developing the warranty process for the brand with all stakeholders.
• Work with key partners and internal departments to optimise parts supply through distribution channels to the end user.
• Apply relevant aftersales and technical support to accessories and gear businesses e.g. accessories fitment and warranty claim procedure.
• Plan, schedule and manage the implementation of technical training for all partners.
• Support content development of technical training.
• Actively influence the Aftersales Business of the distribution channels in areas of Parts Purchases, Parts Inventory Control, Training, Warranty Expense/Claim Management and Goodwill Management, Consumer Affairs Case Management with Buyback Management, Customer Satisfaction with focus on Owner Retention, Aftersales Profitability and Processes along with general aftersales business operations.
• Effective management of all aftersales customer issues.
• Provide reports to senior management on key aftersales metrics.
• Effective management of the agreed brand aftersales budget and KPI's.
• Build, develop, and support the Aftersales team to achieve aftersales deliverables.

Competencies

• Technical, electrical, and diagnostic experience with motorcycles within dealer or OEM environment.
• Demonstrated familiarity with diagnostic tools and varied types of electrical architecture.
• Ability to clearly communicate technical explanations, advise, and training.
• Strong customer-centric values.
• Willingness to travel with occasional overnight stays.
• Strong verbal and written, communications, and presentation skills
• Strong interpersonal skills
• Strong business acumen
• Strong organization skills
• Ability to effectively manage multiple priorities
• Foreign language skills desirable.

Qualifications/Experience

• 10+ years progressive motorcycle or automotive dealer/OEM experience.
• University graduate.
• A full UK bike license.
• Comprehensive working knowledge of Microsoft Office products.
• Familiarity with DMS and Warranty Systems is advantageous.