Aftersales Manager

2 weeks ago

Hanoi, Hanoi, Vietnam NavigosSearch Full time

What We Can Offer:

PERFORMANCE MANAGEMENT

  • Ensure teams meet or exceed standards.
  • Monitor team performance using data, demonstrate and promote customerfirst principles, and foster a culture of collaboration across departments to deliver an outstanding customer experience.

MANAGES THE TEAM

  • Managing the Aftersales team's daytoday performance.
  • Providing feedback, coaching, arranging training sessions, managing rewards and recognition, succession planning, collaborating with HR for teambuilding activities.

OVERSEES KEY ACTIVITIES

  • Managing revenue, profit, and customer satisfaction plans.
  • Overseeing CRM activities, coordinating with the parts team, managing warranty claims, internal audits, subcontracted services, marketing activities, company assets, and HSE activities.
  • Ensure compliance with standards and local regulations, maintain firefighting prevention and protection at workshop areas, and manage overdue debts from insurance companies.

DEVELOPS THE BUSINESS

  • Monitoring and analyzing the Aftersales operations of competitors.
  • Collaborating with the Dealer principal and Customer Service director to develop shortterm and mediumterm strategies for the Retailer's Aftersales operations and implementing PTM marketing initiatives.
  • Developing the Retailer's own marketing activity to drive service sales and supporting prospecting activity aimed at identifying new Service and Trade Sales customers.

DRIVES IMPROVEMENT

  • Conducts regular Aftersales team meetings (daily, weekly, monthly) to review KPIs and identify areas for improvement, and implements corrective action plans to address identified issues
  • Works with Dealer principal, Customer Service director, and other stakeholders to review and improve the performance of the Aftersales teams, and identifies training needs and opportunities for team development
  • Takes a proactive approach to identify any recurring problems which affect the customer experience, and leads or supports projects to deliver continuous improvement to ways of working, products, and services
  • Helps the team to adapt to growth and change (e.g. new facilities, new products, new systems) and fosters a culture of continuous improvement and innovation within the Aftersales teams.

Job Requirements:

  • Professional experience in aftersales of automotive industry.
  • Workshop utilization and efficiency.
  • Team working with colleagues across the Retailer.
  • Knowledge and skills of the Workshop team.
  • Technical competency compliance.
  • Leadership qualities and good communication skills.
  • Strong organizational and problemsolving skills.

Job Locations:

  • Ha Noi
Automotive

after sales service

automotive workshop

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