Aftersales Manager

4 days ago

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 customer-first principles, and foster a culture of collaboration across departments to deliver an outstanding customer experience.

MANAGES THE TEAM
- Managing the Aftersales team's day-to-day performance.
- Providing feedback, coaching, arranging training sessions, managing rewards and recognition, succession planning, collaborating with HR for team-building activities.

OVERSEES KEY ACTIVITIES
- Managing revenue, profit, and customer satisfaction plans.
- Overseeing CRM activities, coordinating with the parts team, managing warranty claims, internal audits, sub-contracted 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 short-term and medium-term 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 after-sales 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 problem-solving skills.

**Job Locations**:

- Ha Noi

Automotive

after sales service

automotive workshop

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