After-Sales Manager

Minimum Qualifications:

• Bachelor’s degree in Business Administration, Engineering, or a related field.
• NIMN, ISMMN certification, or other related certification.

Experience:

• Minimum of 10 years of experience in After-Sales service, preferably in the automobile industry.

Skills:

• Proven track record of achieving high levels of customer satisfaction.
• Strong knowledge of automobile service operations and customer preferences.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in CRM software and service management tools.

Role Description: The After-Sales Manager will oversee the After-Sales service operations, ensuring customer satisfaction and loyalty. This role is crucial for maintaining high service standards, managing the After-Sales team, and driving continuous improvement in service delivery. The ideal candidate will have extensive experience in the automobile industry, exceptional problem-solving skills, and a strong commitment to customer service excellence.

Key Responsibilities:

• Service Operations Management:

  • Develop and implement After-Sales service strategies to enhance customer satisfaction and retention.
  • Ensure efficient and effective handling of customer service requests, complaints, and inquiries.
  • Monitor service quality and implement improvements to meet customer expectations.

• Customer Relationship Management:

  • Build and maintain strong relationships with customers to ensure loyalty and repeat business.
  • Conduct regular follow-ups with customers to gather feedback and address any service issues.
  • Ensure high levels of customer satisfaction through prompt and effective resolution of issues.

• Team Leadership:

  • Lead, mentor, and motivate the After-Sales team to achieve individual and team performance targets.
  • Conduct training sessions to enhance the skills and product knowledge of the team.
  • Foster a positive and collaborative team environment.

• Service Performance Analysis:

  • Track and analyze After-Sales performance metrics to identify areas for improvement.
  • Prepare and present regular service reports to senior management.
  • Implement corrective actions to address underperformance and enhance service quality.

• Warranty and Service Contract Management:

  • Manage warranty claims and ensure timely processing and resolution.
  • Oversee service contracts, ensuring compliance with terms and conditions.
  • Negotiate and renew service contracts to maintain long-term customer relationships.

• Parts and Inventory Management:

  • Ensure availability of necessary spare parts and manage inventory levels efficiently.
  • Collaborate with the procurement team to source quality parts at competitive prices.
  • Monitor inventory turnover and implement measures to reduce obsolescence.

• Budget Management:

  • Develop and manage the After-Sales service budget.
  • Optimize resource allocation to maximize return on investment.
  • Monitor expenses to ensure adherence to the budget.