Manager - Aftersales Branch

Strategic

• Manpower planning and team engagement and retention
• Ensure the customer journey is managed efficiently and ownership with built in KPI tangible for performance monitoring.
• Ensure transparency in all customer transactions
• Resolve customer complaints and ensure high customer retention
• Ensure workflow levels are adequate to achieve targets (B2B and B2G)

Operational

• Achieve set labour & parts targets
• Maximize workshop productivity, efficiency & utilization
• Regularly monitor service orders (WIP) and ensure timely billing
• Efficient workshop planning
• Manage the Fix First Time Policy

People Management

• Recruitment
• Training
• Engagement
• Performance management
• Complex situations

Product Improvement

• Compliance to workshop SOP and policies
• Manage the manufacturer book time policy. Parts ordering and technical bulletins