Specific Role Responsibilities

• Analyse commercial performance of the service and parts department relative to set KPIs and where necessary, together with the dealer, develop improvement plans.
• Analyse the customer satisfaction index (CSI) performance and to assist, design and manage the implementation of action plans to achieve the CSI objectives.
• Conduct research and gather data to provide input to operational reporting and decision making processes.
• Conduct research to identify new opportunities/technologies which could result in better operational processes.
• Define standard operating procedures (SOPs) best suited to the dealers circumstances and requirements.
• Ensure and monitor compliance to any current recall campaigns. Ensure that the correct operational tools and processes, as defined by the Manufacturer, are in place and employed.
• Ensure that the dealer adheres to the Aftersales standards relative to service, parts and customer care.
• Provide specialist advice to enable planning for value-added process improvements, initiatives and services.
• Provide specialist advice to identify and develop solutions to improve quality of processes and services.
• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage related to materials or equipment.
• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage.
• Drive service and parts sales profitability and turnover at dealer level.
• Add to the dealers financial operational ecosystem by looking at the management accounts and associated results each month.
• Adjust the financial drivers in accordance with the abovementioned analysis.
• Manage the Goodwill and mobility expenditure of the Importer, within budget.
• Together with your service and parts managers, build a strong appreciation of customer needs, ensure understanding and make recommendations to improve customer interaction and overall satisfaction.
• Deliver services and/or products together with the dealer, that create a culture which aims to meet or exceed customers’ expectations in the business.
• Build sustainable relationships with dealer management that contribute to a culture of
• customer service excellence.
• Identify and address dealer needs by providing a variety of related parts, products and accessories, to enhance satisfaction and retention of customers.
• Manage the resolution of customer concerns.
• Identify skills gaps and recommend training needs.
• Dealer staff must own and live up to company values.
• Participate and provide expertise to a culture of work centric thinking, productivity, service delivery and quality management.

Qualifications and Experience

• 5 – 7 years experience in a similar environment
• Minimum Qualification
• Matric
• Business Administration Tertiary qualification
• Technical acumen/qualification
• Automotive Aftersales experience
• Valid driver’s license