The position of After sales Manager is to ensure that the service we provide to our customers is at the required service level and at the highest quality which entails the following:
Ensuring that the dealer maintains a high level of housekeeping and adhere to the manufacturers guidelines to ensure the dealer standards are at all times adhered to and that company policy and rules are implemented and enforced in the After sales Department.
Ensuring that all staff understand their role for the daily operations and follow the service core process correctly namely:
receiving the customers in Service Center,
loading of the workshop to the correct technicians,
flow of work in workshop, testing of the vehicles,
In the Service department monitoring on a daily process ensuring the:
control of WIP(Job Card) count,
internal audits on warranty processes for the correct procedures, payment allocations and storage policy requirements.
correct costing procedure on WIP,
Costing and invoicing of WIP.
monitoring hours sold to achieve targets as well as productivity and efficiency
Follow up on customers after delivering of vehicles.
Customer Satisfaction feedback reports are analyzed to identify possible concerned areas to improve the service to the customers.
CSI Analyzing for each month to see where to perform best practice to improve constantly in increasing the service levels to customer.
5. Parts Department:
Ensuring Parts ordering and Stock queries are done correctly and timely to ensure better stock holding at dealer level to support the demand of the customers in the country.
Follow up with SA Head office and parts back orders.
Ensure that dealer network have minimum required stock holding at all times.
Monitor the order placed under VOR and URGENT categories
Training and Development:
Planning of all service staff for training, technical and front office personal.
Planning and training of all administrative processes in the Service and Parts Departments
Ensure that the department operates within the guided and available budget.
Monitoring Targets Vs Budgets
Ensuring and maintaining of all debtors on the dealers books
Daily and weekly meetings with staff
Ensuring that all statutory controls are met and maintained as per best business practices.
Ensuring that all reports are obtained at the correct time frame as well as on the correct file formats.
Motivating and keeping staff positive to perform their daily task.
Experience in a workshop / engineering environment and possibly an engineering qualification