The After-Sales Manager is responsible for **ensuring customer satisfaction after the sale**, guaranteeing excellence in services provided by the workshop, body shop, parts department, and customer service. Key responsibilities include: ### **1. Workshop Operational Management** * Coordinate service flow across mechanical, body, and paint workshops. * Ensure productivity, technical quality, and adherence to delivery deadlines. * Monitor KPIs such as labor hours, rework, workshop utilization, and technician efficiency. * Supervise diagnostics, estimates, and service approvals. ### **2. Team Management** * Lead technical consultants, mechanical technicians, warehouse staff, and other after-sales personnel. * Conduct meetings, performance feedback sessions, evaluations, and training. * Organize work schedules, shifts, and support team members’ professional development. ### **3. Customer Service and Satisfaction** * Ensure prompt, courteous, and transparent customer service throughout the entire customer journey. * Handle complaints, conduct negotiations, and seek solutions to enhance satisfaction. * Track metrics such as NPS, CSI, and customer retention. * Implement initiatives to improve customer experience and loyalty. ### **4. Parts and Inventory Management** * Monitor parts availability, turnover rate, and inventory accuracy. * Control purchasing, returns, losses, and supplier negotiations. * Ensure the parts department meets both workshop and external counter demand. ### **5. Financial Performance** * Monitor revenue, profitability, and contribution margin targets for the department. * Control operational costs, discounts, and warranty expenses. * Develop plans to improve after-sales commercial performance. ### **6. Processes, Quality, and Warranty** * Ensure compliance with manufacturer standards and internal policies. * Conduct internal audits and prepare the team for external audits. * Manage warranty claims, recalls, and technical campaigns. ### **7. Manufacturer Relationship Management** * Participate in manufacturer-provided meetings, technical trainings, and updates. * Implement manufacturer-mandated programs and projects. * Monitor manufacturer-specific KPIs. ### **8. Business Strategy and Development** * Develop initiatives to attract new customers and increase workshop return rates. * Collaborate with marketing and sales to design commercial and after-sales campaigns. * Identify opportunities, address gaps, and continuously improve processes. Minimum Education: Bachelor’s Degree Valid Driver’s License: Class B