AFTERSALES MANAGER JOB DESCRIPTION

An Aftersales Manager title is easy to explain. What it actually demands is not. The role owns the parts and service P&L within a franchised dealership, where manufacturer brand standards, warranty compliance, and CSI score obligations create a layer of accountability that no other department head carries in the same form. A dealership's fixed operations gross, often the only consistent profit contributor when new-vehicle margins compress, depends entirely on how well this manager runs workshop loading, labour efficiency, and customer retention. That means holding a department to targets while coaching a mixed team of service advisors, workshop technicians, and parts staff, all against a backdrop of OEM audit cycles and evolving consumer expectations.

As the Aftersales Manager, you lead the parts and service operation within a franchised dealership, owning workshop profitability, manufacturer compliance, and customer satisfaction from first booking through final invoice. You report to the Dealer Principal or Head of Business and work across the service and parts teams, with direct accountability for labour sales targets, CSI performance, and departmental budget.

Career Impact: Consistent delivery of labour efficiency ratios above franchise benchmarks and a demonstrable track record of CSI improvement establish you as a credible candidate for multi-site or group-level aftersales roles.

Business Impact: The fixed operations department you run is the dealership's most reliable gross profit source, directly protecting the business when new-vehicle volume fluctuates.

Growth Opportunity: Managing a full parts and service P&L at the franchise level opens pathways to Aftersales Director, Group Operations Manager, or OEM field roles requiring dealership-side operational credibility.

• Lead workshop loading and booking diary management to maximise bay utilisation and technician productivity.
• Own the department's labour sales, parts revenue, and cost-of-sales performance against monthly budget targets.
• Coach service advisors and workshop staff through regular one-to-ones, appraisals, and structured training programmes.
• Monitor manufacturer CSI and warranty compliance requirements, implementing corrective action plans where scores fall short.
• Drive parts department stock control, margin performance, and debtor management through regular review of key operating controls.
• Develop and execute local marketing campaigns within specific market sectors to grow customer-pay business.
• Recruit, induct, and retain departmental staff in line with current headcount and succession requirements.
• Collaborate with brand representatives on margin initiatives, excellence programmes, and audit preparation.

• Bachelor's degree in business, automotive technology, or a related field, or equivalent work experience.
• 3 or more years of after-sales management experience within a franchised motor dealership, with responsibility for a workshop and parts operation.
• Demonstrated understanding of franchised dealer processes, including warranty administration, manufacturer compliance, and the service core process.
• Proven ability to lead, coach, and performance-manage a mixed team of service and parts staff.
• Strong grasp of dealership financial reporting, including labour efficiency ratios, cost of sales, and departmental P&L.
• Effective communicator at all levels, with the ability to present results clearly to senior management and OEM contacts.
• Valid driving licence with no excessive endorsements.

• Previous experience at a group or multi-site aftersales management level within a franchised dealer group.
• Working knowledge of manufacturer after-sales scorecard metrics and the OEM audit process.
• Track record of improving customer satisfaction index scores within a structured manufacturer measurement programme.
• Experience building and implementing local marketing plans to grow retail customer-pay volumes.

• Labour efficiency ratio, measuring workshop output against clocked hours as a percentage of available capacity.
• Customer satisfaction index score, reflecting post-visit survey results against franchise minimum thresholds.
• Parts gross margin percentage, tracking the contribution of parts sales relative to cost of sales.
• Customer-pay repair order count per month, indicating growth or erosion of retail service volume.
• Warranty recovery rate, measuring the proportion of warranty claims approved versus submitted to the manufacturer.
• Technician retention rate over 12 months, reflecting the stability of the workshop team.

• Base Salary Range: $75,000 to $110,000 per year, depending on dealership size and market
• Bonus: Performance-based, typically tied to departmental gross profit and CSI scores; $10,000 to $25,000 annual potential
• Equity: Rarely offered at dealership level; group or publicly listed dealer groups may offer profit-sharing schemes
• Health Benefits: Medical, dental, and vision coverage standard; employer contribution varies by group size
• PTO: 15 to 20 days annually, plus standard public holidays
• Common Perks: Company or demonstrator vehicle, manufacturer training and certification programmes, tool and uniform allowances

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background checks, including driving record verification, are a standard condition of employment for this role, given its operational and customer-facing responsibilities. All qualified applicants will receive consideration without regard to race, colour, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the hiring process and in the course of employment upon request. Candidates must be legally authorised to work in the United States.

The Aftersales Manager owns the full cycle of maintenance and repair contract performance, drawing up the annual budget and steering workshop load optimisation across teams and sites. Working in close collaboration with the sales department and liaising with the technical platform at headquarters, this role ensures machine availability and service quality that directly sustains customer contract fulfilment.

Key Responsibilities

• Draw up the annual budget.
• Analyse monthly results and key business indicators, and implement necessary action plans.
• Communicate regularly on results and action plans with the team and management.
• Engage with customer contacts, analyse markets, and identify new outlets.
• Prepare relevant service offers according to customer needs, implement promotional actions, and respond to tenders.
• Lead the team with a focus on continuous improvement in quality, deadlines, costs, productivity, safety, and working conditions.
• Set objectives, transfer knowledge, establish schedules, and distribute workloads.
• Recruit staff, develop skills, and conduct annual appraisal interviews.
• Arrange the reception and customer reception area of the workshop.
• Manage relations with insurance experts.
• Adapt the organisation according to activity volume and service quality objectives.
• Manage the optimisation of workshop load across teams and sites.
• Organise workshop work areas and control workshop flows, including customers and repair orders.
• Monitor work in progress, including repair orders and warranty.
• Ensure machine maintenance is carried out in accordance with manufacturer standards and customer contract requirements.
• Arrange reliable and accurate diagnostics for failed machines and plan repairs needed to restore broken machines to working order.
• Liaise with the technical platform at headquarters for technical problems that cannot be resolved locally and ensure information is traced back to relevant agents.
• Ensure the availability of on-site parts necessary for the maintenance and repair of stopped machines.
• Steer departmental purchases and manage relationships with relevant suppliers.

Required Qualifications

• Minimum of five years' experience in heavy vehicle maintenance in a mining or construction equipment environment.
• Technical education in electro-mechanical engineering or equivalent experience.
• Technical knowledge of construction equipment, including premium brands such as Volvo, Sennebogen, Caterpillar, and Komatsu.
• Knowledge of diagnostic tools, including Techtool, Impact, and Vodia.
• Technical knowledge of trucks.
• Knowledge of Africa or the mining and construction sectors.
• Strong team management skills.
• Ability to motivate and develop team members.
• Perseverance and a dynamic working style.
• Comfort working in a challenging environment.
• Fluency in English and French is required.

Embedded within the dealership operation at a high-volume Colindale site, the Aftersales Manager independently manages and develops a customer-oriented vehicle workshop and spare parts business. Working closely with company management to prepare investment plans and define market targets, this role shapes the commercial performance of the workshop and spare parts revenue at the dealership level.

Core Functions

• Employ new staff and develop induction plans.
• Define target agreements with employees and review the level of target achievement.
• Ensure customers and technicians have access to advice on identifying required spare parts and accessories.
• Compile and maintain a resource plan for the workshop and warehouse, and develop concepts and measures for load optimisation.
• Identify areas of risk within areas of responsibility and develop and maintain effective controls to reduce the risk of fraud.
• Define market targets for workshops and the spare parts business within the framework of performance targets and draw up a corresponding annual plan with company management.
• Ensure planning for facilities, bays, machines, tools, and diagnostic installations is carried out correctly, and design workplaces and processes optimally.
• Prepare planning and calculations for investments in workshops, facilities, and people, together with the company management.
• Contribute to determining the communication budget.
• Monitor the regional market for new competitors.

Qualifications & Experience

• Significant experience in a similar after-sales management role.
• Significant team management experience.
• Extensive knowledge of business administration.
• Significant workshop and spare parts experience within the automotive industry.
• A good understanding of quality assurance methods.
• Experience in monitoring and acting upon customer satisfaction survey results.

Reporting to the NexTraq sales team leadership, the Aftersales Manager delivers customer satisfaction and ROI maximisation by resolving fleet management pain points and training clients on mobility solutions. Partnering with account executives, operations, and cross-functional teams, this role advances client retention and platform value extraction that directly supports commercial trucking revenue growth.

Primary Duties

• Ensure customer satisfaction and maximise ROI and value extraction with the platform and solutions.
• Establish and nurture client relationships through a consultative approach by learning customers' goals and helping them achieve those goals.
• Understand the main operating costs of customers and offer relevant solutions to reduce costs.
• Overcome customer pain points related to fleet management.
• Analyse and present results to clients and mutually develop action plans.
• Train and empower customers with mobility solutions that add value to their business.
• Support account executives and actively participate in sales calls and demonstrations with the sales team.
• Resolve customer issues and handle post-sale requests.
• Liaise with operations and align with the customer to manage installation schedules.
• Collaborate cross-functionally to advocate on behalf of customers and accelerate improvements to the customer experience.

Skills & Qualifications

• Bachelor's degree.
• 5+ years of work experience in SaaS.
• 3+ years of experience working in the commercial trucking industry preferred.
• Solutions-oriented with strong problem-solving skills.
• Ability to build and maintain positive relationships with sales, operations, and other key partners during implementations.
• Technical understanding of vehicle electronics and software strongly preferred.
• Ability to thrive in an action-oriented, fast-paced, cross-regional, and dynamic work environment.
• Ability to travel up to 75%.

Sitting at the intersection of team leadership and workshop operational performance, the Aftersales Manager assists the Head of Business in maintaining brand standards while leading the service front-of-house and workshop teams to deliver exceptional customer experiences. Operating across resource management, diary bookings, and workshop loading optimisation, this role enables peak labour sales, productivity, and profitability across the service department.

Duties

• Assist the Head of Business in maintaining brand standards and building outstanding relationships with the brand.
• Lead, motivate, and develop the service front-of-house and workshop teams to deliver the highest level of customer experience.
• Maximise retail and internal labour sales, productivity, and profitability.
• Ensure appropriate resource management to deliver the highest level of customer experience.
• Decide appropriate diary bookings to ensure correct workshop loading and the timely completion of work.
• Manage workshop bookings to optimise utilisation.
• Create and foster a team culture of high performance and excellence.

Requirements

• Previous experience directing and developing high-performing teams to deliver results is essential.
• Proven experience in a service or after-sales management capacity is desirable.
• Solid understanding of current motor industry practices, including warranty, compliance, and up-to-date knowledge of relevant legislation.
• Deep understanding of the service core process.
• Strong ability to lead, influence, and coach others to deliver results.
• Strong verbal and written communication skills.
• Strong attention to detail and commitment to delivering impeccable standards across the business.
• Valid driving licence free from excessive penalties.
• Customer-centric approach with the ability to create and develop a culture of continuous improvement.

A key member of the motor trade service department, the Aftersales Manager develops and manages the performance of the service team in delivering exceptional customer service while implementing plans to optimise the full profit potential of the department. Collaborating across the team through guidance, training, and appraisals, this role enables sustainable performance growth against budget targets and local market opportunities.

Functions

• Provide guidance, training, and appraisals to each member of the service team to encourage a forward-thinking attitude and help them achieve their full potential.
• Maximise customer satisfaction by treating every customer as an individual and delivering an exceptional service experience.
• Monitor department performance against budget, identify any shortfall, and implement plans to improve performance.
• Analyse local market statistics to identify opportunities within the territory.
• Organise departmental forecasts and reports in a clear and timely manner.

Experience & Qualifications

• Experience gained from a similar role within the motor trade is essential.
• Ambitious and target-driven with a proven track record of exceeding targets.
• Ability to train, coach, and motivate the service team to develop them to their full potential.
• Customer-focused with an uncompromising attitude to delivering excellent customer service and maintaining a customer-centric culture within the service team.
• Outstanding interpersonal, organisational, and communication skills.
• Willingness to explore new methods of driving performance.

Sustained workshop profitability and customer satisfaction depend on the Aftersales Manager, who leads the aftersales team in delivering proactive customer service while hitting monthly KPIs and budget forecasts aligned to annual objectives. Based within a vehicle dealership environment and serving as the point of accountability for compliant repairs and professional customer handling, this role generates profit margin performance across the full scope of aftersales operations.

Accountabilities

• Manage the after-sales team to deliver a proactive service to customers.
• Ensure customer satisfaction metrics are achieved.
• Hit monthly KPIs and budgets.
• Ensure all repairs are fully compliant.
• Develop expertise across all features of the vehicle range.
• Maximise workshop profit opportunities.
• Achieve customer satisfaction objectives and ensure customers are handled professionally in accordance with manufacturer standards and dealership procedures.
• Build confident relationships with the team and customers at all levels.

Technical Qualifications

• Previous motor trade experience within service is preferable.
• Previous experience in a management role.
• Customer-facing service experience is essential.
• Ability to manage the after-sales team successfully.
• Ability to deliver first-class service to achieve objectives and targets.
• Self-motivated, articulate, and professional.

As the District Manager Aftersales, this role leads the dealer network across the Eastern Region in continuously improving the customer experience and establishing robust customer retention processes to grow fixed throughput and parts sales. The GM Customer Care and Aftersales team relies on this work to achieve district customer-pay objectives, parts year-over-year growth, and dealer profitability through accountable, face-to-face dealer engagement.

Activities

• Work with dealers to grow parts purchases using reports, analysis, and parts purchasing and booking programmes.
• Implement marketing plans with dealers to increase customer-pay business.
• Drive robust utilisation of online service scheduling and appointment booking.
• Implement high-impact action plans to build positive customer experiences using customer satisfaction reports and verbatims.
• Ensure dealers engage all new retail customers and execute win-back strategies, including sales-to-service handoffs and walk-around processes.
• Create a retail environment within service facilities and ensure dealership processes keep retail displays and point-of-purchase materials seasonally current and complete.
• Assess dealer training needs and facilitate process and product training, as well as education on fixed operations reports and analysis.
• Improve regional dealer service satisfaction and customer experience processes in collaboration with the customer care and service process district manager.
• Develop and execute a business plan to achieve district customer-pay objectives with priority placed on parts year-over-year growth.
• Execute a business plan to achieve district net parts sales objectives, including around-the-wheel and wholesale strategies where applicable.
• Develop dealer retail stocking plans to support the good-better-best strategy and marketing activities.
• Assist parts managers with retail inventory management compliance, service centre contacts, and parts issues.
• Counsel dealers on inventory management practices and customer special order processes.
• Provide competitive product programme feedback to the relevant marketing team.

Position Requirements

• 2–4 years of related experience in sales or dealership operations.
• Ability to influence others and gain consensus.
• Ability to manage time and work remotely with minimal supervision while meeting objectives.
• Ability to clearly communicate goals and objectives and solve problems effectively.
• Ability to work cooperatively within a team environment.
• Proficiency in Microsoft Office Suite.
• Bilingual communication skills are required.
• Strong interpersonal and relationship-building skills.
• Valid driver's licence.

Aftersales Manager sourcing oversees the full lifecycle of service contract negotiation, supplier management, and buyer team performance to achieve Aftersales departmental goals for Fisker's service and collision operations. The work directly supports scalable business partnerships, on-time contract placement, and competitive commercial outcomes across the organisation's global after-sales network.

Operational Focus

• Establish goals, objectives, and KPIs for the team and ensure results are delivered.
• Hire, train, motivate, and monitor the performance of the buyer team.
• Leverage after-sales business operations experience to establish scalable business partnerships and collaborate with stakeholders to understand internal and external business operations models.
• Monitor supplier performance against defined performance criteria and manage risk assessments, benchmarking, and opportunities.
• Understand regional regulations affecting service operations and ensure supplier conformance.
• Develop dealership service and parts pricing plans and annual savings plans.
• Integrate customer, product, and in-service strategies into source selection and contracting strategies.
• Manage supplier quotations, statements of work, negotiations, and the award of long-term contracts while ensuring necessary capacity and on-time contract placement.
• Negotiate contract terms and conditions and recommend contract awards to the sourcing council.
• Initiate and execute supplier improvement activities and integrate results into contracting strategies.
• Prepare and execute negotiated contractual documents and binding agreements.
• Analyse and negotiate contracts, improve prices and terms with suppliers, and review opportunities for business savings using negotiation and procurement best-practice tools and methods.
• Track project changes to ensure overall spend remains within budgeted approval levels.

Knowledge, Skills & Abilities

• Bachelor's or advanced degree with relevant experience in managing functional objectives.
• 7+ years of experience in service provider programme purchasing.
• Intimate understanding of automotive service and parts operations.
• Proven experience leading teams, developing buyers, and establishing and executing strategy.
• Ability to gather information, analyse data, and provide recommendations.
• Ability to negotiate with vendors independently and identify cost-saving opportunities.
• Basic knowledge of ERP systems and fluency in Microsoft Excel, Word, and PowerPoint.
• Drive for high performance, taking responsibility, and working towards planning targets while overcoming obstacles and uncertainty.
• Ability to anticipate evolving customer needs and address them appropriately.
• Strong decision-making skills, making timely and informed decisions that consider facts, goals, constraints, and risks.
• Ability to facilitate collaboration and actively engage others in joint decision-making and sharing best practices.
• Understanding of the organisation's global market position, opportunities, and competitive threats, with the ability to account for cultural and geographic differences in planning and decisions.

The Aftersales Manager produces a retailer engagement service strategy and drives continuous improvement in service and repair operations across key accounts for TTi brands, including Milwaukee, Ryobi, and AEG. Reporting into the TTi after-sales function and collaborating closely with national and state sales leads, this role delivers a competitive advantage in customer service standards and measurable performance outcomes across the retail partner network.

Key Deliverables

• Create and maintain a retailer engagement service strategy for key accounts.
• Create a strategic plan for retailer group expansion for service and repairs.
• Build key relationships with retailer partner stakeholders.
• Improve key service outcomes within retailer service and repair operations.
• Create a best-practice framework to drive continuous improvement within retailer service operations.
• Ensure new store openings deliver a premium brand service experience.
• Utilise established benchmark levels of performance and baseline metrics to measure the performance of repairers.
• Work with key accounts to foster business-to-business, business-to-consumer, and business-to-repairer relationships and build strategic relationships with national and state sales leads.
• Complete site visits and service audits within the defined best-practice framework.
• Establish ongoing communication and feedback links with the customer service team to ensure key support areas, including claims approvals, freight management, claims status, parts shipments, and query resolution, are all achieving agreed SLAs.
• Report weekly and monthly on the performance of the regional retail network.
• Serve as the key point of contact for both the retail and repair network in resolving issues and improving organisational efficiency and internal business processes.

Professional Experience

• Strong background in account management or business development.
• Experience working with external service repairers or within a similar commercial environment is advantageous.
• Demonstrated ability to work with, coach, and drive improvements with third-party stakeholders.
• Excellent time management and organisational skills.
• Ability to work under pressure and problem-solve effectively.
• High level of computer literacy in Salesforce or a similar CRM, SAP or a similar ERP system, and Microsoft Office products.
• Willingness to undertake interstate travel as required.

Embedded within the Linx global aftersales team, the Aftersales Manager develops and implements growth strategies to increase supplies and spares revenue and profitability across the European distribution partner network in line with targets. Working closely with distribution partners throughout the region, this role advances recurring consumables revenue by regaining lost after-sales business and applying data-driven sales practices within industrials and manufacturing markets.

Areas of Ownership

• Meet revenue and margin targets for the aftersales business.
• Develop and implement growth strategies and tactics for after-sales within the distribution partner network.
• Apply standard work and processes within distribution partners in the region.
• Identify and pursue opportunities to regain lost after-sales business.
• Review large amounts of data, derive relationships between data points, and identify potential opportunity areas.
• Understand business needs and bring forward new ideas and industry-leading practices.

Education & Experience

• 5+ years of working experience.
• Bachelor's degree in engineering or economics.
• Experience in consumables or recurring business sales and business management.
• Experience in data-driven sales analytics and strategic selling of consumables in a high-volume, highly transactional, and competitive environment.
• Experience in industrials or manufacturing-related industries.
• Excellent listening skills and ability to interpret business needs and define communication requirements for a variety of audiences.
• Relationship-building skills with a flexible and creative professional style and an ability to challenge the status quo.
• Fluency in English is required; a second European language is preferred.

Reporting to group and brand leadership, the Aftersales Manager develops labour sales opportunities and oversees the service core process to increase revenue and throughput across Johnsons Cars dealerships in the North West. Partnering with brand representatives, site managers, and the contact centre, this role strengthens after-sales scorecard performance and staff capability to deliver outstanding customer satisfaction across all dealership locations.

Role Responsibilities

• Build quality in process, customer satisfaction, and loyalty across all dealerships.
• Review after-sales scorecards across all measures to identify and drive improvements.
• Develop labour sales opportunities and drive growth.
• Work with brand representatives on margin, business file, and excellence initiatives.
• Improve the service core process to increase revenue and throughput.
• Coordinate training programmes to improve performance across all positions in the service department for both current and new starters.
• Work with the contact centre to improve conversion of bookings.
• Carry out regular one-to-one meetings with brand managers.
• Conduct monthly reviews with sites to establish performance against agreed measures and KPIs.
• Establish support, training, and areas of improvement to drive performance.
• Establish and support required marketing platforms and work with brand representatives to maximise opportunities within the business.
• Build strong relationships at the brand, group, and dealership level.

Background & Experience

• Extensive experience and a proven track record at divisional, franchise, or group aftersales manager level within a franchised dealer group.
• Complete understanding of after-sales processes, KPIs, and controls, and how to implement these at a divisional level to achieve budgets.
• Thorough understanding of management accounts and budgeting.
• Knowledge, drive, and determination to deliver outstanding customer satisfaction while increasing turnover and profit.
• Ability to manage, motivate, and train staff.
• Exceptionally organised and process-driven, with strong attention to detail and the ability to manage a wide range of administrative tasks.
• Willingness to reside within the market area and travel extensively.

Sitting at the intersection of customer relationship management and after-sales service delivery, the Key Account Manager Aftersales acts as the main contact for key bus customers at BYD, developing and following up on service level agreements and fleet performance KPIs. Operating across spare parts, project management, sales, and after-sales departments, this role enables minimised delivery penalties and sustained customer satisfaction across electric mobility projects.

Job Functions

• Serve as the main contact person for key bus customers to ensure customer satisfaction, implement new projects, and follow up on operational and management issues.
• Conduct regular contact with major stakeholders within key accounts at operational and management levels.
• Ensure timely follow-up of pending operational after-sales topics.
• Execute periodic customer satisfaction surveys among customers and service providers.
• Develop, implement, and follow up on service level agreements, including operational and fleet performance KPIs.
• Coordinate the after-sales setup for new projects, including training, workshop setup, and spare parts delivery.
• Manage and follow up on open items resulting from delivery.
• Measure and manage quality levels and meet customer and service-level requirements.
• Minimise potential delivery and availability penalties.
• Support the sales team during tenders and project implementation.
• Maintain customer relationships during the sales process for any after-sales activities.
• Manage customer expectations.

Minimum Qualifications

• Experience as an aftersales manager within a mobility OEM, preferably with a bus or truck manufacturer, with proven leadership and managerial experience.
• Affinity with electric mobility and solid technical knowledge.
• Strong communication and negotiation skills.
• Excellent knowledge of Swedish and/or Norwegian and English.
• Willingness to travel frequently within the territory and abroad, including potential trips to China.
• Ability to think outside the box and a talent for problem-solving.
• Ability to work effectively in a multicultural environment.

A key member of the aftersales leadership team, the Aftersales Manager oversees the day-to-day operations of the parts and service departments while managing stock control, warehouse performance, and customer satisfaction indicators. Collaborating across departments and with service managers of represented manufacturers, this role produces a safe, commercially active, and consistently compliant after-sales environment.

What You'll Do

• Manage the day-to-day operations and security of the after-sales departments and environment.
• Improve the standards of performance of the parts and service teams through effective coaching and performance management.
• Improve customer service standards and ensure understanding and adherence to customer satisfaction indicators, including ensuring all complaints are registered and resolved promptly and satisfactorily.
• Ensure sufficient resources are available to meet servicing requirements and regularly review key operating controls, including labour efficiency, labour sales, cost of sales, and debtors.
• Ensure effective stock control and warehouse management through regularly reviewing key operating controls, including stock reports, margin and volume performance, and debtors.
• Maximise commercial opportunities by developing and implementing campaigns within specific market sectors.
• Monitor and evaluate customer needs and competitor activity to ensure marketing campaigns are relevant and targeted.
• Ensure all service processes meet brand and company requirements and are implemented consistently.
• Communicate and interact regularly with members of other departments to develop the business and team ethos.
• Develop a strong working relationship with service managers of represented manufacturers.
• Maintain a safe and healthy working environment and ensure staff comply with health and safety requirements.

Required Qualifications

• Experience leading, managing, and developing teams.
• Client-facing experience with the ability to manage client expectations.
• Ability to focus efforts, prioritise work, and meet tight deadlines under pressure.
• Excellent communication skills at all levels.
• Good organisational skills.
• Strong attention to detail.

Sustained parts and service department profitability depends on the Aftersales Manager, who develops and implements the aftermarket strategic business plan and manages the customer satisfaction programme for the organisation. Serving as the accountable leader for talent development, competitive intelligence, and sales territory management, this role enables financial and operational objectives to be achieved across the full scope of aftermarket business activities.

Day-to-Day Responsibilities

• Develop and implement the aftermarket strategic business plan for the organisation.
• Develop and maintain effective parts and service department processes to ensure internal and external customer satisfaction.
• Create annual parts and service department goals and budget in alignment with the organisation's financial and operational objectives.
• Develop and execute the parts and service department marketing plan and monitor achievement of established goals.
• Manage the organisation's customer satisfaction programme.
• Develop and maintain competitive intelligence systems.
• Maintain an effective sales management system with assigned sales territories.
• Manage parts and service department employee compensation plans.
• Recruit, hire, develop, and retain key talent by maintaining a current internal depth chart and individual development plans.

Qualifications & Experience

• Bachelor's degree or equivalent work experience.
• 3–5 years of experience managing parts and service department operations.
• Excellent understanding of financial principles related to parts and service department operations.
• Ability to use standard desktop applications, including Microsoft Office and internet functions.
• Ability to communicate effectively one-on-one and within a group.

As the Aftersales Manager at Marine Service Asia, this role oversees aftersales, warranty, and service enquiries for marine vessels while managing on-site and workshop maintenance work procedures and parts availability. The marine operations team relies on this work to sustain client satisfaction, close service deals, and proactively address supply and logistics challenges across a diverse range of marine engineering projects.

Scope of Work

• Manage after-sales, warranty, and service-related enquiries.
• Allocate manpower to support the sales team in defect rectification and commissioning.
• Negotiate and close deals, and handle client complaints or objections.
• Gather feedback from clients or prospects and share it with internal teams.
• Train team members to achieve better results.
• Oversee work procedures for maintenance work carried out on-site and in the workshop.
• Ensure the availability of parts and components.
• Identify future supply and logistics challenges and address them proactively to reduce the impact on operations.

Skills & Qualifications

• Higher diploma or equivalent.
• Experience in one or more of the following sectors: marine, yachting, aviation, oil and gas, or commercial or industrial engineering.
• Strong experience in after-sales activity.
• Proven project management capability.
• Ability to maintain high levels of customer service.
• Ability to train and lead a team.

Aftersales Manager refines team performance and customer satisfaction by leading the aftersales and technical support function, managing customer tickets, and driving quality improvement across Hanshow's product range. The work directly supports R&D collaboration on system improvements, SLA compliance, and the development of maintenance manuals that strengthen the organisation's service and technical support capabilities.

Work Activities

• Lead the after-sales and technical support team to maintain team performance and customer satisfaction.
• Work with the R&D department on system improvements and bug fixes.
• Handle customer tickets and follow up on internal improvement countermeasures, fast-tracking, and facilitating timely closure.
• Organise and promote the handling measures for customer after-sales claims, including return merchandise, maintenance, restoration, and recycling.
• Manage customer service level agreement engagement.
• Establish, maintain, and manage after-sales channels, provide timely warnings, and drive the improvement of products with major quality problems.
• Regularly summarise customer complaints, provide quality risk cases, summarise service and technical support learnings, and produce maintenance manuals.

Technical Qualifications

• Bachelor's degree or above in information technology or telecommunications.
• 3–5 years of related work experience.
• Experience as an aftersales or technical support manager.
• Experience in customer communication.
• Basic knowledge of coding languages, including Java and Python.
• Ability to use databases with relevant hands-on experience.
• Ability to write requirements analyses, solutions, and other technical documentation.
• Work proficiency in at least two operating systems.
• Fluency in English and Chinese is required; Dutch language proficiency is a strong advantage.

The Aftersales Manager creates a high-performance automotive service department by overseeing vehicle repair processes, coaching service staff on sales techniques, and maintaining customer satisfaction levels that drive retention and referrals. Reporting within a dealership structure and working alongside the service advisor and team, this role sustains profitability and operational efficiency across all day-to-day automotive service department functions.

Performance Expectations

• Oversee the service team, auto service staff, and vehicle repair processes to deliver a positive service experience and maintain profitability.
• Ensure delivery of customer vehicles on time.
• Coach team members on service sales techniques, training programme options, and customer service tactics.
• Work with the service advisor to ensure proactive resolution of all customer complaints and make follow-up calls as needed.
• Maintain a high level of customer satisfaction across all automotive service capacities to increase retention and referrals.
• Oversee all day-to-day duties within the automotive service department with a focus on high employee and customer morale.
• Guide the management of all automotive service department paperwork, including repair orders, invoices, and maintenance records.

Position Requirements

• At least five years of experience as a workshop or service manager with a reputable brand at the dealership level.
• Knowledge of factory standards and audits.
• Strong marketing and accounting skills.
• Technical and mechanical aptitude.
• Target-driven with a business-oriented mindset.
• Strong written and verbal communication skills.
• Strong customer-facing skills.
• Creative problem-solving ability.