After Sales Manager, Yamaha at CFAO Motors Kenya limited (Formerly Toyota Kenya)

Department: After Sales

Section / Unit: N/A

Reports to: Brand Manager – Yamaha

Work station: Head Office

Direct Reports:

• Parts sales supervisor
• Technical and service supervisor
• Field sales executive Yamalube and network

Indirect Reports:

• Service advisor
• Service administrator
• Workshop supervisor technicians

Job Purpose: The Aftersales Manager develops and implements an After Sales Strategy that supports the achievement of the Yamaha targets in Parts and Service, as well as market share.

Main Responsibilities of the Job

Managerial/Supervisory

• Develop and implement an Aftersales strategy for Yamaha that contributes towards the achievement of the overall Yamaha business target
• Develop and implement Aftersales policies and procedure that provide guidelines for the implementation of the after sales strategy, to ensure full compliance with the TKEN and YMC requirements
• Develop and implement a budget for After Sales to ensure sufficient allocation of resources required for the implementation of the Aftersales strategy
• Manage the expenditure for the department to enhance efficiency in the utilisation of the department budget, in support of the TKEN cost management strategy
• Liaise with YMC on After Sales support including technician skills upgrading, parts supply, workshop tools requirements and competitor analysis to support the delivery of competitive services that enhance the growth of the market share
• Monitor the performance of Technicians and Parts Sales Representatives to ensure maximum productivity and increased parts sales for the Yamaha brand.

Operational Responsibilities

• Monitor parts stock status to recommend to the Procurement department for restocking when required
• Request for bulk Parts imports from suppliers to ensure availability of necessary parts for timely service delivery to customers
• Recommend the purchase of new equipment for the service department to ensure minimal disruption to service operations, as well as quality and timely service to customers
• Carry out periodic visits to Yamaha dealers to assess and support their parts and service operations
• Facilitate the preparation of Government and big fleet tenders for Yamaha parts and service with the aim of generating revenue
• Recommend training for Aftersales Team and Dealers to boost Yamaha After sales capability in the provision of quality services.
• Respond to audit queries raised by both internal and external auditors and institute measures to ensure compliance in identified gaps
• Respond to and resolve complaints on Parts availability from Clients, Branches, Dealers and workshops to ensure minimal disruption to business processes due to parts unavailability

Knowledge, Skills and Experience

• Minimum level of academic and professional qualification required to perform effectively in the role
• Bachelor’s degree in Mechanical Engineering from a reputable institution
• Relevant advanced diploma from a recognised institution

Minimum level of experience required to perform effectively in the role

• 8 years of relevant working experience, with 3 years in a managerial position in an organisation of similar size in operations

Working Relationships

Internal customers

• Yamaha Sales
• CPD (Central Parts Depot)
• HR & Admin
• FMS (Fleet Management Services)
• TKEN branches – Mombasa, Kisumu, Eldoret, Lodwar, Nyeri

External Customers

• Yamaha Customers
• Yamaha & Toyota Dealers
• TKEN suppliers
• YMC (Yamaha Motor Corporation – Japan)

Competencies

Technical

• Automotive Aftermarket
• Dealer Management
• Technical Support
• Quality management
• Warranty management
• Parts management
• Technical training
• Inventory management
• Warehouse management
• Customer retention
• Computer literacy
• Basic Accounting knowledge
• Knowledge in Budgeting
• Knowledge of professional standards
• Knowledge of relevant legislations
• Occupational Health and Safety management
• Compliance management

Functional

• Report writing- ability to develop reports
• Presentation skills
• Strategic planning
• Kaizen

Behavioral

• Business acumen- knows how business works; knowledgeable in current and possible future policies, practices, trends, technology and information affecting the business; knows the competition; is aware of how strategies and tactics work in the market place
• Strategic agility – Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can create competitive and breakthrough strategies and plans; can articulately paint credible pictures and visions of possibilities and likelihoods
• Perspective – Looks toward the broadest possible view of an issue/challenge; has broad-ranging personal and business interests and pursuits; can easily pose future scenarios; can discuss multiple aspects and impacts of issues and project them into the future
• Technical learning – Is good at learning new industry, company, product or technical knowledge
• Quality decisions – Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of your solutions turn out to be correct and accurate when judged over time
• Problem solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; is excellent at honest feedback; looks beyond the obvious and doesn’t stop at the first answers; probes all fruitful sources for answers
• Interpersonal skills – Is self-aware, and has ability to relate with people across all levels of seniority as appropriate, to ensure achievement of personal targets
• Organisational positioning skills – Understanding of organisation structure both formal and informal, is sensitive to how people and organisations function; anticipates where the landmines are and plans his/her approach accordingly; views politics as a necessary part of organisational life and works to adjust to that reality.
• Energy and drive – Has speed and agility: taking quick and timely action; seizes more opportunities than others, pursues everything with energy, drive and a need to finish; seldom gives up before finishing especially in the face of resistance or setbacks
• Integrity and trust – Trusted individuals who can present the unvarnished truth in an appropriate and helpful manner, keeps confidence, admits mistakes, doesn’t misrepresent themselves for personal gain