After-Sales Service and Spare Parts Manager

Abantu Staffing Solutions; Johannesburg; On-site; ZAR 500,000 - 800,000; Full time

Job summary

A leading company in the automotive sector is looking for an experienced After-Sales Service Manager. This role involves developing service standards, leading the after-sales team, and ensuring customer satisfaction through efficient service channel management and training of dealers. Candidates should have a Bachelor's degree and significant experience in the automotive industry, particularly with Chinese brands in South Africa.

Qualifications

• 5 years or above of automotive experience.
• Experience in after-sales service management at an OEM.
• Knowledge of Chinese brand after-sales service in the South African market.

Responsibilities

• Develop dealer service standard processes and supervise implementation.
• Lead and develop the after-sales service team.
• Manage claims, quality, and spare parts effectively.

Skills

Data analytics

Problem-solving

Teamwork

Communication

Adaptability

Initiative

Strategic planning

Education

Bachelor’s Degree or above

Tools

Office Software

Job description

REQUIREMENTS

• Bachelor’s Degree or above
• 5 years or above of automotive experience
• Experience in after-sales service management at an OEM
• Experience in management and knowledge of Chinese brand after-sales service in the South African market
• Proficient in the use of Office Software
• Good data analytics and problem-solving skills
• Teamwork skills and communication skills
• Adaptability and initiative
• Strategic planning

RESPONSIBILITIES

• Responsible for the development of dealer service standard process, design of service business policy, planning and supervision of service activities implementation, continuous improvement of after-sales service process and introduction of innovative solutions
• Lead and develop the after-sales service team
• Claims and quality management
  • Responsible for the development of claim standards, claim review efficiency improvement, claim trend cause analysis and improvement measures development; responsible for the feedback and analysis of quality information
• Service channel development and management
  • Responsible for the development and management of service channels, formulating management methods for the entry, evaluation and exit of service channels, and continuously optimising them
• Dealer capacity enhancement
  • Organize training for dealers to enhance their capabilities, including service processes, service standards, technical training, claims training, etc.
• Customer relationship management
  • Responsible for customer satisfaction surveys, development and implementation of satisfaction improvement programs, and handling of customer complaints and negative news
• Spare parts management
  • Responsible for the procurement, inventory management and sales forecasting of spare parts to ensure adequate supply and reasonable inventory levels of spare parts, optimise spare parts inventory management to reduce inventory backlog and capital consumption
• Responsible for other related work, planning, and management of the after-sales team
• Other daily temporary work, as arranged by leaders