o Manage a team of service engineers/technicians to provide efficient after-sales and service support.
o Administer and manage all aspects of customer and dealer complaints ensuring that customer problems are solved in a timely manner.
o Meet key performance indicators and targets for the service and parts departments.
o Look for opportunities to increase efficiency of the Aftersales operation.
o Work with team to develop understanding and implementation of customer focused environment and setting clear objectives/targets.
o Take actions to sustain, retain and enhance levels of customer satisfaction and sustained profitability.
o Build strong relationships with customers and ensure long term business.
o Ensure that correct specifications are delivered to the customers.
o Aligning performance for success
o Building strategic working relationships
o Coaching and developing others
o Continuous improvement
o Ability to work well in a team setting
o Fluency English
A successful candidate will have:
o Experience managing, mentoring, and evaluating staff and business partners. As well as train, develop and recruit talent for after sales team
o Bachelor’s or Master’s degree or an equivalent education
o Bring a wealth of knowledge, vision and execution (strategic thinking and planning)
o Working knowledge of capital and expense budget preparation
o Proven leadership skills and the ability to effect changes
o Knowledge and ability with PDCA
The successful applicant will be:
o Enthusiastic, friendly and helpful
o Committed to deliver an unparalleled level of customer service
o Respectful and courteous to customers and colleagues
o Resilient with a drive to succeed
o Honest with high levels of integrity