I. Job Summary:
Responsible for organizing, controlling and directing the activities of the parts & service section to achieve targets and organizational strategic objectives. Carrying out managerial responsibilities, monitoring sections activity and efficiency of employees, ensuring customer problems are solved quickly; building relationship with clients and companies. The Aftersales Manager is also responsible for running a profitable and efficient parts & service section, striving to continuously improve processes and standards. Accomplish objectives through the use of proper purchasing procedures, inventory control, staff utilization, security and pricing. Maintain the highest quality standards of professionalism in serving the customer and identifying their needs to the customer or with internal stakeholders and develop program that will increase brand patronage.
II. Details of Job Duties:
a. Providing highest level of customer service, developing lasting customer relationships, and managing the after-sales team members.
b. Delegating and directing after-sales tasks, monitoring the progress of current projects, and managing after-sales team members to ensure the team's objectives and sales goals are met.
c. Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
d. Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory.
e. Monitor section issues and client complaints to create methods to lessen recurring issues.
f. Provide assistance with all technical queries.
g. Monitor and adjust inventory to minimize obsolescence.
h. Forecast goals and objectives for the dealers & internal management.
i. Achieving the parts revenue and gross profit plan.
j. Drive and schedule the activities of all line reporting employees.
k. Develop, enforce and monitor guidelines, within the section, for working with customers to ensure maximum customer satisfaction.
l. Establish and enforce a pricing policy that balances volume, customer loyalty and the cost of doing business.
m. Assist with the department's product development and ensure that after-sales issues are addressed.
n. Analyze service & warranty history to include assessing present and future trends and developments.
o. Development & optimization of service & support processes and activities to include: developing & documenting the procedures, tools, application, systems & internal processes.
p. Oversee provision of customer training for products, parts & service.
q. Organize general maintenance, service, and repair for commercial generators, ensuring timely delivery.
r. Prepares quotations for Commercial Generator mobilization, preventive maintenance, and any unit-related after-sales activities.
s. Protect organizations reputation at all times by keeping pricing, promotion, purchase order, and credit-limit information confidential.
t. Strive for harmony and teamwork with all other Departments.
u. Other assigned tasks as assigned by the Department Manager.
III. Job Qualification:
a. Education
i. College Graduate of any 4 years Business Course
b. Work Experience
i. 5 years and up experience in Sales or After Sales related to Machineries, Tools or Equipment.
c. Competencies
i. Adept in all Sales & Aftersales Faucets
ii. High level of analytical/logical ability
iii. Ability to interact confidently with other members of the company
iv. Flexible adaptable and accommodating
IV. Principal Accountability
a. People
i. Supervises three groups whose work is varied and diverse.
b. Record/Report
i. Information processed and generated are accessible and available only to authorize users within the company.
ii. Nature of the information is confidential
c. Asset/Money
i. Responsible for equipment issued by the company.
ii. Responsible for the control and expenditure of Sections Cash Advances.
d. Consequences of error:
i. Errors committed have high impact to the operations.