Vice President, Aftersales, Hub APAC

UD TRUCKS SINGAPORE (PTE.) LTD.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A leading automotive company in Singapore is looking for a seasoned professional to drive Aftermarket solutions to ensure customer satisfaction and enhance retail excellence. The ideal candidate should have over 10 years of leadership experience, complemented by expertise in global operations and a strong background in the automotive aftermarket. Responsibilities include developing competitive service offerings and leading strategic initiatives to foster growth and quality improvement in the dealer network.

Qualifications

• At least 10 years of leadership experience demonstrating a track record of achievements.
• Experience in multi-cultural, multi-brand global operations.
• Strong experience in automotive aftermarket operations.
• Good communication in English and interpersonal skills.

Responsibilities

• Define and implement Aftermarket solutions for retail excellence.
• Build strategy and annual business plan for Aftersales.
• Develop and implement competitive service offers.
• Ensure optimum parts availability and support development.

Skills

Leadership

Interpersonal skills

Change management

Problem-solving

Customer focus

Job description

Introduction

Role description

• Responsible to define, develop and implement Aftermarket solutions, processes, systems, competencies, governance and KPIs for UD International Sales Hub APAC to drive retail excellence delivering optimum levels of customer satisfaction and branded sales experience throughout the dealer network

• Budget and generate revenue through competitive parts, service agreements, service offers and connected solutions

• Secure highest levels of product quality and drive quality resolving processes to continuously improve unhappy to happy (U2H) lead-times

• Implement guidelines, processes and systems to achieve key sales objectives, competence development and cost efficiency

Responsibilities

• Build the strategy and annual business plan for Aftersales, Hub APAC with specific emphasis on people development, sales improvement, increased penetration and profitable growth

• Develop and implement competitive parts, service and connected solutions offers

• Support markets to implement and develop service agreement business

• Create a price strategy that supports business growth and customer satisfaction

• Ensure optimum parts availability at both warehouse and dealers working closely with colleagues from Service Market Logistics (SML) to implement LPA

• Drive retail business development to secure operational excellence by securing necessary standards, measures, processes, audits and follow up

• In conjunction with the markets measure and actively follow-up to continuously improve customer satisfaction

• Support markets with network development including investment/divestment, facility design, corporate identity and signage

• Develop and implement retail systems to support business growth and customer satisfaction

• Secure high degree of competence in the dealer network delivered through train the trainer concept and measured through effective tools and processes

• Ensure optimum support to markets, dealers and technology to drive product improvement and effectively resolve quality issues

• Manage the warranty process ensuring dealers and markets strictly adhere to established processes

• Track and report the warranty and campaign cost on a monthly basis and recommend the warranty surcharge on an annual basis

• Deliver all Aftermarket requirements in product and commercial projects

• Work closely with business control to ensure accurate reporting, estimate and budget setting

• Attract, motivate, develop and retain talent to build a team of customer focused, energized and inspired colleagues that always go the extra mile

Required knowledge/experience

• Proven overall leadership skills with at least 10 years of leadership experience demonstrating a strong track record of professional achievements, preferably also with a customer interface

• Specific and proven experiences/expertise in the following areas are specifically sought for:

• Significant experience from multi-cultural, multi-brand, global operations

• Experience from retail excellence and service leadership operations

• Strong experience from automotive aftermarket and soft product operations

• Strong interpersonal skills/abilities with a high degree of flexibility, including an ability to network effectively across a diverse customer base/internal organization and to build enduring relationships across functional areas and geographical areas

• Significant change management experience

• Demonstrated ability to set demanding targets and to motivate teams and individuals to deliver outside their comfort zones, whilst further developing an excellent working climate and atmosphere

• Distinctive problem-solving abilities, synthesizing and communication skills

• A can-do mindset with high drive and energy - i.e. willingness to 'go the extra mile'

• Strong personal credibility, integrity and creativity

• Willingness and ability to travel as needed

• Good communication skills (written and oral), in English and good communication/interpersonal skills in general

• Experience from working abroad with strong understanding of cultural differences

• Good knowledge in the IS/IT procedures and systems