After-Sales Manager

An Automotive Asian Volume Brand company in Iraq is looking for talented and qualified candidates with the following details: 

SUMMARY

Drive the start-up of the brand launch in Iraq in all aspects. Set up the structure in the workshop(s), order all special tools and software from the principal, build up the workshops and support the teams to start all required training process. Design service contracts and ensure PDI and service SOP are established. 


RESPONSIBILITIES

  1. Business Management
  • Developing strategies for the Service & Parts business in cooperation with the principal and company management
  • Setting and accomplishing goals and monitoring outcomes
  • Periodically revising short-term and medium-term planning
  • Provide the General Manager with the business forecast budget, labour turnover, parts turnover and profit
  • Develop the After-Sales marketing plan (derive, implement & measure)
  • Oversee the implementation of marketing campaigns, advertising and promotional activities as well as CRM programs
  • Regularly monitor the performance of the After-Sales business against the defined targets and budget
  • Provide the General Manager with regular status reports concerning the After-Sales Department
  • Initiate and implement standard operating procedures for the After-Sales department where needed and continuously monitor the processes to ensure optimisation
  • Reporting in accordance with the requirements of the principal 
  1. Operations Management
  • Monitor the performance of the workshops, parts depot, reception office, insurance business and provide guidance where needed
  • Ensure that the processes in the service and spare parts operations are delivered according to the business plans, to steer and control the operations
  • Review the reports on quality control from the supervisor of quality assurance
  • Develop relationships with insurance companies in collaboration with the F&I Manager to facilitate After-Sales business (e.g. body paint)
  • Setting the targets, monitor and review
  • Inventory Management
  • Understand the warranty processes and to apply principals wholesale and retail guidelines; processes should be aligned to these guidelines and claims should be issued accordingly
  • Being responsible for warranty decisions vis-a-vis customers and dealers
  • Preparing a local warranty/goodwill budget and managing and monitoring a separate local warranty and goodwill account
  • Reporting regularly on product performance in coordination with the principal
  1. Planning & Developing the Service Network
  • Plan and develop the service network considering customer acceptance and economic efficiency in cooperation with the divisions’ units with the aim of supporting sales-related business within the market
  • Involved in decisions as regards adaptation of network structures
  • Promote and ensure communication with the retail network
  • Incorporate key figures in network planning/administration
  • Discussing workshop organization 
  • Regularly carrying out analyses of workshops, evaluating the outcomes and determining action plans
  • Check facilities and the stock level of special tools in the workshops and developing on proposals
  • Consult in connection with new construction or workshop extensions in collaboration with local architects and the principal 
  • Network development for Service & Parts 
  1. Customer Satisfaction Management
  • Set and monitor business targets that are related to CSI scores
  • Maintaining and raising the level of customer satisfaction by formulating and implementing specific dealer development programs
  • Initiating measures to improve quality, e.g. anonymous workshop tests with the aim of improving the quality of customer support, availability of parts and the correct issuing of invoices 
  • Answering customers’ inquiries relating to products and services available
  • Dealing with customer complaints / forwarding them to be dealt with and monitoring the satisfactory handling thereof
  • CRM processes in place
  1. Marketing & Market Analysis
  • Monitor the operating market with respect to new competitors and carrying out analyses of the competition/benchmarking in Services
  • Using the external analysis undertaken, carry out internal analysis to ensure business is competitive within the market place
  • Performance analysis to identify areas of weakness and appropriate, targeted marketing activity for service and parts 
  • Implement market specific-strategies and measures with the support of the Marketing and the CRM department to develop the market potential
  • Consulting on service marketing activities and determining supplementary services and service contracts
  • Work with advertising/marketing agencies in connection with marketing
  • Recommend the pricing strategies to the General Manager 
  1. Compliance 
  • Know and understand the local laws which govern the automotive industry and ensure that the business complies with the relevant legislation
  • Ensure that checks are implemented to monitor whether all processes are in line with legal / compliance requirements within the distributor and business partners
  • Implement, establish and abide by the compliance and integrity codes

 

  1. People Management
  • HR planning according to the business plan
  • Determine HR requirements for After-Sales, employ new staff and develop an induction plan
  • Together with employees, establish business objectives and personal development goals and monitor performance against agreed targets 
  • Develop and motivate employees according to their abilities and needs of the distributor
  • Determine training needs and secure suitable training
  • Responsible for training for the service organization
  • Monitor the standard of training in the organization on an on-going basis
  • Define the issues to be covered in training
  • Provide continuous guidance, support and feedback to subordinates
  • Encourage compliant behavior and ensure company HR policies are always adhered to 
  • Manage and steer the training department for technical and non-technical training needs in cooperation with the principal
  1. Other
  • Organize and carry out service conferences, technical conferences for passenger cars/commercial vehicles and seminars for the dealer network
  • Discussions, meetings, talks with public authorities
  • Consult and support company management in developing and procuring IT systems for the service area in coordination with the principal

REQUIREMENTS

Education

  • University Degree majored in engineering
  • Substantial experience in After-Sales on managerial level 
  • MBA is an asset

 

Experience

  • 3-5 years’ working experience in various After-Sales position at management level in an automotive company, either in wholesale or/and retail 

Knowledge & Skills

  • Knowledge in business management, including marketing, finance & controlling and automotive insurance policy
  • Knowledge of the operational running of a workshop and a spare parts business
  • Knowledge of vehicle legislation and trade practices
  • Knowledge of the local market condition and competitive environment
  • Flexible approach to work and able to adapt and thrive in a changing environment
  • Excellent interpersonal and communication skills 
  • Customer orientation
  • Leadership and people management skills
  • Social and intercultural competences
  • MS-Office Skills
  • Driving license
  • Excellent English language skills (written and spoken)
  • Arabic and Kurdish language skills would be an advantage

COMPETNCIES

  • Leading the business
  • Think strategically and establish direction 
  • Focus on customer and market needs 
  • Drive innovation, change and continuous improvement 
  • Execute decisions and deliver results 
  • Leading others
  • Challenge and develop people to top performance
  • Build a diverse culture of collaboration and learning 
  • Leading yourself
  • Demonstrate credibility and commitment to succeed
  • Demonstrate personal integrity and perform to ethical standard