Aftersales Manager

4 months ago

กรงเทพมหานคร, Thailand Inchcape Full time

**_Responsibilities_**

**_S_**ystems and Administration**
- Ensure that all administrative and clerical functions within the Aftersales Departments are carried out in accordance with dealership policies, Such functions include (but are not limited to) parts special order systems, warranty claims, parts ordering and returns, customer follow-up, workshop loading, estimating, invoicing, daily operating controls and compliance with consumer laws and franchise standards.
- Define, set up and maintain safety and security procedures of the highest order to protect customers, all property, and personnel.
- Review the operation of workshop, parts and valet equipment for condition and accuracy of diagnosis. Ensure routine and unscheduled maintenance is carried out in accordance with manufacturers’ guidelines and operational requirements.
- Maintain the systems that control the safe use and serviceable condition of courtesy vehicles. Ensure that systems allow for compliance with legislation and driver identification.
- Administer warranty policy in a cost-effective manner while maintaining the best interests of dealership, manufacturer and customer.
- Review at least weekly jobs in work in progress and/or non-invoiced jobs and report thereon to the General Manager/ Managing Director and Accounting Manager
- Review and report at least weekly, special-order parts outstanding on customers’ vehicles and counter sales.
- Discuss with the General Manager/ Managing Director all departmental activities, results, concerns and report on systems failures and resource inadequacies.

**_Control of costs:_**
- Organize the aftersales department and in particular, control resources and assets at a level commensurate with profit targets.
- Maintain daily workshop timekeeping and labor productivity records to monitor the effective use of technician and productive labor. Monitor hours attended and worked in order to achieve labor efficiency targets.
- Minimize VOR, Emergency Order and other charges by careful and planned use of parts ordering facilities while avoiding any adverse impact on customer satisfaction.
- Examine (weekly) sales ledger information to ensure that all outstanding debts have been collected within due time periods set and that customer queries and concerns are responded to and resolved within 24 hours of being raised.
- Regularly review pricing and pricing policies, labor rates, fleet discounts, parts pricing, additional charges and other dealership revenue policies.
- Monitor and review Aftersales department financial performance daily in line with Daily Operating Control information produced.
- Monitor workshop productive and utilization performance daily, in total and by individual technicians.
- Monitor warranty claim submissions, rejections and resubmissions together with manufacturer’s credit notes review short payments, report on losses and take action as appropriate.
- Maintain day-to-day control of departmental and other costs to minimize the company expenses without adversely affecting service levels or company standards.

**_Customer Relations:_**
- Improve on the quality of the business’s commitment to customer service and retention by reviewing and improving the facilities available, improving technical skills and maintaining high standards of quality workmanship as well as adopting best practices in customer handling and communication.
- Ensure that all staff are committed to the principles and ethics of the business.
- Provide all the customers with a level of service which will achieve the highest level of customer satisfaction, retention and loyalty.
- Seek to improve all aspects of quality and service and minimise customer complaints, dissatisfaction and defection.
- Develop all members of staff to achieve the highest levels of performance to guarantee the above.
- Manage and engage to all high alert cases and closely follow up.

**_Business Development:_**

Maintain scrutiny of legislation, developments and events affecting the motor industry which will impact on future business opportunities or trading practices.

**_Personnel:_**
- Determine and set up the levels and suitability of staff required to achieve the established organisational targets and objectives.
- In consultation with HR to establish training and development needs for all staff, plan the programmes, arrange courses and maintain records of training.
- Ensure that ‘in-dealership training’ takes place using skilled staff members to provide the highest standards of training in a cost-effective manner.
- Work closely with and motivate all staff within the Aftersales departments in order that they work with the highest degree of commitment and attention to customer needs.
- Build relationships with all Aftersales staff to provide them with all necessary support, coaching and encouragement to improve all aspects of their job performance.
- Implement Staff Performance Appraisal program, ensure feedbacks are provided to staf

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