After-sales Manager at Peoplelink Consultants Ltd

REPORTS TO CEO.

OVERALL JOB PURPOSE

This position is responsible for Managing the Service Workshop, parts business and developing strategic plans for establishment and implementation of AML Service Centres.

Key Responsibilities / Duties / Tasks

1. Develop and implement Associated Motors Limited strategy for Service-related business. 
2. Establish medium- and long-term revenue targets for Service and drive achievement of the same. 
3. Identify and develop new business opportunities for Associated Motors Limited Workshop.
4. Develop workshop layout processes and future Workshop expansion strategies.
5. Budget planning and implementation for Workshop. 
6. Monitor operating expenses and processes to ensure appropriate use of capital and human resources.
7. Develop and implement Service Marketing plans in conjunction with Marketing Department.
8. Manage relationships with Service Customers to ensure Excellent Customer Relations and increase NPS.
9. Develop and update departmental policies and Internal Control Procedures.
10. In conjunction with HR, plan for the department’s human resources requirements, motivation and development programs. 
11. Participate in resolving branch problems to enhance customer satisfaction .
12. Responsible for implementing Isuzu Aftersales policy and dealer standards in AML workshops and AML branches to be the centre of excellence.

Aftersales, Service & Parts

1. ·       Monitors parts inventory and anticipates needs in light of future promotions, trends, and suggested stock orders. 
2. ·       Achieve parts and inventory targets
3. ·       Responsible for the security of inventory and for analysing the quality of parts.
4. ·       Works with customers in handling complaints and negotiating prices to ensure customer enthusiasm. 
5. ·       Ensures appropriate parts pricing by analysing competitor pricing and sourcing methods.
6. ·       Responsible for-profit maximization in the Parts department and must examine department management reports to ensue profitability and sustainability. 
7. ·       Optimize inventory availability.  
8. ·       Responsible for capacity building to enhance performance.  
9. ·       Develop, communicate and implement the organization’s strategy for parts business.
10. ·       Establish the medium-term sales targets for the company and cascade the targets to the branches.
11. ·       Create annual parts targets and budget, in accordance with the organization’s financial and operational objectives.
12. ·       Identify new business opportunities and implement innovative solutions 
13. ·       Understand market trends and customer behaviour and develop initiatives to satisfy customer requirements.
14. ·       Develop and implement the parts marketing plan in conjunction with Marketing department.
15. ·       Develop and Manage relationships with customers to ensure excellent customer service and relationship. 
16. ·       Develop and update policies and procedures for the department.
17. ·       Lead lean warehousing through process improvements and implementing world-class warehouse management standards. 
18. ·       Any other duties which may be assigned by management from time to time.

Reports required.

 Job Competencies (Knowledge, Experience and Attributes / Skills)

 Academic Qualifications

1. Bachelor’s degree in related area
2. Master’s degree is an added advantage
3. 6 years progressive experience in automotive industry   

Functional Skills

1. Decision making and Problem-solving skills.
2. Analyzing information and evaluating results. 
3. Scheduling Work and Activities capabilities
4. Conflicts resolution and Negotiation  Strategic 
5. Ability to drive operational excellence. 
6. Communication Skills 
7. Financial– Understanding profit margins.
8. Business acumen
9. Ability to manage and sort through multiple sets of numbers.
10. Attention to detail.  
11. Interpersonal skills 
12. Team Player