Aftersales Service Director (Pomona)

Hired Recruitment (Pty) Ltd

Kempton Park

On-site

ZAR 900,000 - 1,200,000

Full time

14 days+

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Job summary

Hired Recruitment (Pty) Ltd is seeking an Aftersales Service Director to oversee the entire aftersales function in Kempton Park, Gauteng. The candidate will ensure exceptional service delivery and operational excellence while developing strategies to enhance service quality.

This role requires leadership of workshop operations, field service technicians, and service administration. The ideal candidate will have a Bachelor's Degree, significant experience in service leadership roles, and strong skills in managing customer relationships and teams.

Qualifications

Proven experience in a senior aftersales or service operations leadership role.
Experience managing workshop operations and field service teams.
Strong commercial acumen with experience managing budgets and operational performance.
Excellent communication and stakeholder management skills.

Responsibilities

Lead aftersales strategy aligned with the company's objectives.
Oversee workshop operations and maximize customer uptime.
Mentor and develop the aftersales management team.
Build strong relationships with key customers and resolve escalations.
Continuously improve aftersales processes and implement best practices.
Collaborate with cross-functional teams to enhance customer support.
Manage the aftersales operating budget and monitor profitability.
Prepare reports on operational performance and improvement initiatives.

Skills

Strategic Leadership

Aftersales Operations Management

Service Delivery Excellence

Commercial & Financial Acumen

Customer Relationship Management

Technical Service Leadership

Operational Planning

Process Improvement

Performance & KPI Management

Team Leadership & Development

Problem Solving

Adaptability & Resilience

Strong Organisational Skills

Excellent Communication Skills

Education

Bachelor's Degree in Business, Engineering, Operations Management, or a related field

MBA or postgraduate management qualification

Tools

ERP systems

CRM systems

Service management systems

Job description

Position: Aftersales Service Director

Industry: Industrial Equipment Manufacturing

Reports to: Managing Director

Summary Description

The Aftersales Service Director will lead the entire aftersales function, ensuring exceptional service delivery, operational excellence, and customer satisfaction. This role is responsible for developing and implementing strategies to enhance service quality, oversee aftersales operations, and strengthen customer relationships to drive loyalty, retention, and business growth.

The successful candidate will have overall responsibility for workshop operations, field service technicians, service administration, dispatch, warranty management, spare parts support, customer escalations, and the commercial performance of the aftersales division.

Main Responsibilities

Strategic Leadership

Develop and implement the aftersales strategy aligned with the company's objectives to enhance customer satisfaction, operational efficiency, and business performance.
Drive continuous improvement initiatives across all aftersales functions.
Ensure the aftersales division delivers exceptional customer experiences while achieving operational and financial targets.

Operational Leadership

Lead and manage the workshop, field service technicians, service administration, call centre/dispatch, warranty administration, and customer support functions.
Oversee the effective planning, scheduling, and execution of service operations to maximise customer uptime and operational efficiency.
Ensure high standards of service delivery across all customer touchpoints.

Team Management

Lead, mentor, motivate, and develop the aftersales management team and service personnel.
Foster a high-performance, customer-focused culture.
Establish performance objectives and monitor team performance against agreed KPIs.

Customer Relationship Management

Build and maintain strong relationships with key customers.
Manage customer escalations and ensure timely resolution of complex service-related issues.
Work proactively to improve customer satisfaction and long-term customer retention.

Process Improvement

Continuously review and improve aftersales processes, including service delivery, workshop operations, warranty management, spare parts support, and field service operations.
Identify opportunities to improve productivity, efficiency, and service quality.
Implement best practices and standard operating procedures across the aftersales function.

Collaboration

Work closely with the Sales, Technical, Operations, Supply Chain, and Finance teams to ensure alignment and seamless customer support.
Support cross-functional initiatives that improve customer experience and business performance.

Training & Development

Develop and implement training programmes to enhance technical knowledge, leadership capability, product expertise, and customer service skills.
Ensure ongoing development of service teams to meet business and customer requirements.

Commercial & Budget Management

Manage the aftersales operating budget and ensure effective allocation of resources.
Monitor service performance, labour recovery, operational costs, and profitability.
Drive commercial performance through effective service operations and customer support.

Reporting

Prepare and present regular reports on operational performance, customer service metrics, financial performance, service trends, and continuous improvement initiatives to executive management.

Requirements

Bachelor's Degree in Business, Engineering, Operations Management, or a related field.
MBA or postgraduate management qualification will be advantageous.
Proven experience in a senior aftersales, service operations, or technical service leadership role within an industrial, manufacturing, material handling, automotive, heavy equipment, or logistics environment.
Demonstrated experience managing workshop operations, field service teams, service administration, customer support, and technical operations.
Strong commercial acumen with experience managing budgets, operational performance, and service profitability.
Proven leadership experience with the ability to build, inspire, and develop high-performing teams.
Excellent communication, stakeholder management, and interpersonal skills.
Proficiency in ERP, CRM, and service management systems.
Strong analytical and problem-solving skills with a data-driven approach to decision-making.