Head of After Sales

4 weeks ago

india Agensi Pekerjaan Executive Recruiters Sdn Bhd Full time
Job Description
  • Develop and implement strategic plans for the after-sales service department in alignment with the overall business objectives.
  • Analyze market trends and customer feedback to identify opportunities for service improvement and growth.
  • Manage and optimize service operations, including maintenance and repair services, spare parts distribution, and warranty processes.
  • Ensure efficient and effective utilization of resources, including personnel, facilities, and technology.
  • Implement and monitor key performance indicators (KPIs) to measure and improve departmental performance.
  • Foster a customer-centric culture within the after-sales team to enhance customer satisfaction and loyalty.
  • Address and resolve customer complaints and escalations in a timely and satisfactory manner.
  • Implement customer feedback mechanisms to improve service quality continuously.
  • Recruit, train, and develop a high-performing after-sales team.
  • Provide leadership, guidance, and support to ensure the team's success in meeting departmental and organizational goals.
  • Develop and manage budgets for the after-sales department, ensuring financial targets are met.
  • Collaborate with suppliers and vendors to ensure timely and cost-effective procurement of spare parts and other necessary materials.
  • Implement and monitor quality control measures to ensure that service and repairs meet or exceed industry standards.
  • Identify and implement technology solutions to streamline after-sales processes and enhance customer experience.
  • Stay informed about advancements in automotive technology and integrate relevant innovations into the after-sales service.
  • Prepare regular reports for senior management, summarizing key performance metrics, challenges, and opportunities.
  • Collaborate with other departments, such as sales, marketing, and product development, to ensure seamless coordination and integration of after-sales services with overall business objectives.

Requirements
  • Bachelor's degree in Business Administration, Management, Automotive Engineering, or a related field. A master's degree may be preferred.
  • Proficiency in Bahasa Melayu and English.
  • Proficiency in Mandarin would be a plus point but not mandatory.
  • Extensive experience in after-sales service management within the automotive industry.
  • Proven track record of progressively responsible roles, including leadership and managerial positions.
  • Familiarity with automotive after-sales service processes, including maintenance, repairs, spare parts management, and warranty services.
  • Proven experience in strategic planning, organizational development, and change management.
  • Ability to develop and implement strategies to enhance customer loyalty and address customer concerns effectively.
  • Strong financial management skills, including budgeting, cost control, and revenue optimization.
  • Experience in optimizing the procurement process for spare parts and services.
  • Strong analytical skills to assess performance metrics, identify trends, and make data-driven decisions.
  • Effective problem-solving skills to address challenges in after-sales operations.
  • Familiarity with automotive technology and the ability to leverage technology solutions for process optimization.
  • Experience in implementing and managing software systems relevant to after-sales services.

Requirements
- Bachelor's degree in Business Administration, Management, Automotive Engineering, or a related field. A master's degree may be preferred. - Proficiency in Bahasa Melayu and English. - Proficiency in Mandarin would be a plus point but not mandatory. - Extensive experience in after-sales service management within the automotive industry. - Proven track record of progressively responsible roles, including leadership and managerial positions. - Familiarity with automotive after-sales service processes, including maintenance, repairs, spare parts management, and warranty services. - Proven experience in strategic planning, organizational development, and change management. - Ability to develop and implement strategies to enhance customer loyalty and address customer concerns effectively. - Strong financial management skills, including budgeting, cost control, and revenue optimization. - Experience in optimizing the procurement process for spare parts and services. - Strong analytical skills to assess performance metrics, identify trends, and make data-driven decisions. - Effective problem-solving skills to address challenges in after-sales operations. - Familiarity with automotive technology and the ability to leverage technology solutions for process optimization. - Experience in implementing and managing software systems relevant to after-sales services.

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