After Sales Manager/Key Accounts Manager (OEM)

Job Purpose

To develop and implement an effective and sustainable dealer sales strategy for the company brand in order to support dealers in aftersales issues.

Key Responsibilities

Workshop

• Maintenance and Repairs.
• Ensure dealer network diagnose, test, adjust and repair systems of all company products in line with company Motors and Daewoo standards and procedures.
• Stock Holding.
• Age analysis: Ensure that % of dead stock at dealers falls within certain parameters set by the parts manager.
• Days of stock: ensure that dealers have 21 days of new vehicle service stock on hand; ensure that dealers have enough stock on hand according to their UIO.

Service Operations

• Repair Orders: Manage marketing actions.
• Upselling: Conduct job card audits , battery tester, and related technical reports and the job card analysis as per the process requirement; identify problems and implement and monitor solutions.

Fix First Time

• Dealer Skill level: determine current skills level at dealer and support dealer to comply with training requirements.
• Dealer Equipment: ensure dealers have the required level of tooling and that these are up to date in terms of licencing.

Standards

• Mark dealer annually; identify which areas need to improve; develop action plans to improve areas; implement actions; monitor actions until next marking

CSI & DSI

• Analyze CSI data; Identify trends; query result of CSI; monitor CSI action plans as well as DSI results and implement action plan.

Reporting

• Compile aftersales reports for all regions based on KPIs.
• Ensure receipt of data for aftersales reports.

Communication

• Liaise with clients regarding their specific needs.
• Ensure effective after-sales communication is carried out with fleet customer.
• Follow up on customer care queries.
• Provide a support function to workshop front line staff in dealing with customers.
• Ensure communication channels between managers and dealers are efficient and effective.
• Ensure proper corporate image is portrayed and communicated to all relevant parties.
• Assist dealerships with suggestions on how to improve image.