Middle East Jobs: National After Sales Service Manager

Job Purpose

• Responsible for delivering outstanding Customer Service through timely processing of returns and best in class after sale service processes and information systems.

• Ensure department is cost efficient, productive and eliminate waste and non-added value.

• Ensure operating expenses are in line with the budget and agreed productivity levels.

• Introduce value added services to generate revenue and offset our operating expenditures.

Essential Duties

• Create a customer centric culture within the after sale service department.

• Establish new corporate service centres across the Kingdom.

• Establish and maintain policies & processes at all stages that meets the after sale service requirements of the company.

• Establish a customer satisfaction survey process and deliver high levels of customer satisfaction by fixing any systemic process issues.

• Establish and manage an effective escalation process to ensure difficult cases are properly managed.

• Manage the service level agreement with the after sale service contractor.

• Qualify after sale service vendors that meet company’s service, cost and controls requirements.

• Ensure goods are returned timely to the vendors to avoid any penalties due to late returns.

• Ensure all personnel in the after sale service organization is well trained and qualified to perform their duties.

• Ensure after sale service operating costs are well in line of the benchmarks of the industry.

• Develop continuously value added services to enhance the after sale service experience and create additional sources of revenue to offset the after sale service operating cost.

Key Responsibilities

1. Customer Satisfaction

a) Establish manage and control a sales system that recognizes and enforces concepts leading to customer loyalty and referrals.

b) Follow-up and resolve all customer requests and complaints.

2. After Sales Service Management

a) Ensure that after sales service policies & procedures are followed by every team ( Indoor / Outdoor / spare parts / call center / marketing )

b) Monitor escalation jobs ( category wise )

c) Monitor response time / completion / critical spare / as per KPI daily

d) Monitor daily revenue collection as per budget.

3. Assets Management

a) Ensure that the planned assets are in place and utilized by the team (vehicles / tools / equipment).

b) Ensure that there is no wastage and accounting is done for the proper usage of consumables, tools and spares by the technicians’ team.

4. Business Management

a) Ensure that revenue targets are met as per the budget

b) Ensure that the budgeted profitability is met.

5. Manpower development

a) Ensure that the team is trained on new products

b) Evaluate the training needs for improvement

6. Interdepartmental Relations

a) Establish and maintain good working relationships with all other departments to reduce conflict and maximize Dealership Profitability.

7. Housekeeping

a) Initiate housekeeping, safety and security procedures that result in a safe and attractive working environment.

b) Ensure that all security procedures are followed.

8. Occupational Health & Safety

a) Cares for the health and safety of self and others

b) Follows workplace procedures and instructions.

c) Maintains tools, equipment and facilities to make sure of safe performance.

d) Identifies and reports unsafe, unhealthy or hazardous working conditions.

e) Uses personal protective equipment as required.

Job Details

Date Posted:	2014-08-11
Job Location:	Jeddah , Saudi Arabia
Job Role:	Sales
Company Industry:	Automotive

Preferred Candidate

Career Level:	Management
Nationality:	United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen
Degree:	Bachelor's degree / higher diploma

Apply Now - Jobs in Saudi Arabia - Sales Jobs in Saudi Arabia - Search All Jobs

Company:

Date Posted: August 11, 2014 at 05:24PM