Aftersales Manager

Roles and responsibilities

• Establish EV Retail Customer Service setup with Network and relevant stakeholders
• EV Value Chain enhancement products search and implementation
• Ensure and monitor optimal capacity of resources in the service centre to deliver Total Quality Management and improve service retention.
• Compliance of all local Government and Principal Policies and procedures to minimize Operational Risk at the service centre.
• Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.
• Study and evaluate current customer verbatim to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.
• Conduct daily meetings with the Retail Service Manager, Workshop Manager and Parts team to align them on the targets and performance expectations
• Work with Human Resources to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce
• Effectively manage stakeholders through regular meetings to ensure corrective actions on issues pertaining
• Hold regular MFRs with Branch Account Managers to understand and optimize Branch P&L
• Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc for Management reporting.
  

Required skills to be successful:

• Knowledge of Automotive dealer / distributor business processes
• Aftersales EV brand experience
• Ability to lead change processes
• Ability to manage multiple locations and stakeholders
  

About The Team:

The role will report to Aftersales Brand Lead and this position interfaces with various stakeholders including Workshop Manager, Service Advisors, Technicians and Senior Management

What Equips You For The Role:

• Bachelors or Master Degree
• 5 years in aftersales role at managerial level (preferably EV brand)

Desired candidate profile

1. Customer Relationship Management

• Post-Sale Support: Ensure that customers are fully supported after the sale, handling any queries, complaints, or issues that arise. This can include troubleshooting problems, managing warranty claims, or coordinating repairs and maintenance.
• Customer Retention: Develop and implement strategies to enhance customer satisfaction and loyalty, ensuring that customers continue to engage with the company for future needs.
• Feedback Collection: Gather feedback from customers about their experience with the product and service. Use this feedback to improve processes, product offerings, and overall customer satisfaction.

2. Aftersales Operations Management

• Service Delivery: Oversee the delivery of aftersales services, such as installation, training, maintenance, and repairs. Ensure these services meet quality standards and are delivered on time.
• Team Management: Lead and manage aftersales teams, including customer support staff, service technicians, and field agents. Ensure the team is properly trained and motivated to deliver excellent service.
• Process Improvement: Continuously assess and improve aftersales processes to ensure efficiency, reduce service turnaround time, and improve the customer experience.
• Inventory and Parts Management: Manage spare parts inventory to ensure availability for repairs and maintenance. Work closely with the procurement team to ensure the timely supply of parts.

3. Customer Service and Support

• Issue Resolution: Act as the escalation point for complex customer service issues, ensuring they are resolved promptly and satisfactorily.
• Service Contracts: Oversee service contracts and extended warranties, ensuring they are properly managed and communicated to customers.
• Training and Education: Ensure customers are well-informed about the product, its maintenance requirements, and any additional services available to enhance their experience. This might include creating instructional materials or conducting training sessions.
• Communication: Maintain regular communication with customers to provide updates on service status, order progress, or any new services and promotions.