1. Main Function of the Role
The Aftersales Manager is responsible to deliver a high level of productivity, a profitable and excellent Service Centre and be the market leader in ensuring high standard of vehicle repairs while making sure that the Service Centre presents an image of a clean, safe and professional workshop and Parts Department. Responsible for running a profitable and efficient parts department and participate in the setting of departmental measurements that support the accomplishment. Support the Dealer Principal to continue reviewing the business process to be aligned to the ever-changing market requirements. Will be required to mentor and lead all departmental staff.
2. Key Performance Areas
1. Strategic Function
- Compile and implement a Marketing Plan
- Responsible for Annual Budget of Service and Parts Department
- Manage a Profitable Workshop and Parts department Against Budget
- Direct and control all processing, technical and associated activities in line with agreed budgets and timelines
- Manage Escalated Workshop (Technical) Problems Accordingly
- Deliver customer production, quality and lead-time targets
- Ensure accurate Workshop Capacity Planning
- Control Work in Progress (WIP)
- Lead the development strategy for Workshop and Parts
- Conduct departmental and general aftersales meetings
- Maintain OEM minimum C E score
2. Service Department Operational Support
- Oversee and manage technician and front-house workload
- Ensure highest quality, health and safety standards
- Provide technical assistance and recommend related parts
- Conduct quality control procedures
- Supervise Service Advisors and customer service feedback
3. Manage Motor Plan and Warranty Claims Process
- Evaluate and submit claims
- Manage corrections, rejections, and authorisations
- Reconcile claims with Finance
- Ensure return of non-used parts
4. Manage Costing Process
- Conduct job card audits and apply corrective actions
- Ensure accurate costing and filing
- Monitor WIP and outstanding cash reports
- Spot-check job card details
5. Parts
- Oversee parts receipt, display, and inventory
- Maintain updated customer database
- Conduct stock takes and support with orders
6. Customer Service
- Handle complaints professionally
- Coordinate with departments for seamless service
- Suggest sales and complimentary products
- Maintain updated customer records
7. Safe, Efficient & Clean Workshop and Parts Environment
- Ensure compliance with legislation and quality standards
- Maintain safe and organised work areas
8. People Management
- Manage staff performance and development
- Conduct in-house training
- Evaluate and submit performance reports
- Identify skills gaps and manage poor performance
- Manage leave plans
9. Compliance
- Read and understand regulatory material
10. Conduct
- Abide by the Company’s “Code of Conduct” and values
11. General
- Perform any other reasonable and lawful duties delegated by the manager
3. Qualifications and Experience
- Diploma or other relevant trade qualification. Master Technician will be an advantage.
- At least 5 years’ experience working in all aspects of vehicle diagnosis and diagnostic equipment.
4. Skills and Attributes
Core Competencies
- Deciding and Initiating Action
- Adhering to Principles and Values
- Persuading and Influencing
- Presenting and Communicating Information
- Applying Expertise and Technology
- Analyzing
- Leading and Supervising
- Planning and Organizing
Skills Requirements
- Knowledge of warranty and dealer service wholesale and retail experience, including operations policy and procedures
- Strong communication skills
- Highly developed customer relations skills
- Excellent interpersonal and coaching skills
- Demonstrated ability to lead and develop staff members
- Good computer skills in Microsoft Windows, including Excel and database management