WHAT DOES AN AFTERSALES MANAGER DO?

Published: Nov 13, 2024 - The Aftersales Manager oversees customer service requirements and vehicle preparation, ensuring exceptional care and timely readiness for handovers. Coordination with the Workshop Manager and the Sales Team optimizes repair times and vehicle availability. This role manages stock levels, processes warranty claims, and improves service processes to meet set targets.

A Review of Professional Skills and Functions for Aftersales Manager

1. Aftersales Manager Duties

  • Administrative and Clerical Functions: Ensure that all administrative and clerical functions within the Aftersales Departments are carried out according to dealership policies.
  • Safety and Security Management: Define, set up, and maintain safety and security procedures of the highest order to protect customers, property, and personnel.
  • Workshop Operations Review: Review the operation of the workshop, parts, and valeting equipment for condition and accuracy of diagnosis.
  • Maintenance Management: Ensure routine and unscheduled maintenance is carried out according to manufacturers' guidelines and operational requirements.
  • Warranty Administration: Cost-effectively administer warranty policy while maintaining the best interests of the dealership, manufacturer, and customer.
  • Work In Progress Management: Proactively manage Work In Progress to keep it to a minimum.
  • Pricing and Policy Review: Regularly review pricing and pricing policies, labor rates, fleet discounts, parts pricing, additional charges, and other dealership charging policies.
  • Warranty Claims Monitoring: Monitor warranty claim submissions, rejections, and resubmissions, together with manufacturer’s credit notes and S.B.I.’s received.
  • Financial Loss Monitoring: Review short payments, report on losses, and take action as appropriate.
  • Financial Goal Achievement: Adopt a flexible, enthusiastic, and driven approach to achieving the financial goals of the business.
  • Health and Safety Management: Contribute to maintaining a high level of housekeeping and attention to health and safety issues to create a healthy and safe working environment.

2. Aftersales Manager Details

  • Industry Knowledge: Maintain scrutiny of legislation, developments, and events affecting the motor industry, which will impact future business opportunities or trading practices.
  • After-Sales Management: Manage the after-sales service for my client's power generation division.
  • Customer Relations: Attend regular customer site visits.
  • Sales Promotion: Promote part sales to both new and existing customers.
  • Technical Support: Provide technical support to customers and the sales team.
  • Business Development: Build a database of new business opportunities and develop strong business relationships.
  • CRM Management: Maintain company CRM.
  • Sales Coordination: Pass sales leads to other parts of the organization.
  • New Business Generation: Generate new power generation business and close new client deals.
  • Aftersales Service: Offer a first-class aftersales service to new and existing customers.
  • Debt Management: Examine sales ledger information to ensure all outstanding debts are collected within due periods and that customer queries and concerns are responded to and resolved within 24 hours of being raised.

3. Aftersales Manager Responsibilities

  • Customer Care: Dealing and handling customers' service requirements, providing the highest level of customer care.
  • Workshop Liaison: Liaising with the Workshop Manager to improve vehicle repair/service time per vehicle.
  • Sales Coordination: Liaising with the Sales Team to ensure all sold vehicles are prepared and ready for handover and collection on time.
  • Parts Management: Ensure that all accessories and parts are correctly ordered on time and processed through a computerized system.
  • Warranty Claims: Processing parts warranty claims.
  • Stock Management: Managing stock levels and assisting the Service Advisors.
  • Communication: Answering phone calls and responding to emails.
  • Team Oversight: Overseeing the Service Advisors, Technicians, and Support Staff within the service department.
  • Sales Management: Effectively market and oversee sales.
  • Issue Resolution: Efficiently dealing with any customer issues and complaints.
  • Process Improvement: Regularly review processes for improvement.
  • Target Management: Monitoring and working toward monthly, quarterly, and annual targets.

4. Aftersales Manager Job Summary

  • Field Service Management: Manages all aspects of field service, technical support, and training operations and activities, ensuring each department fulfills the needs of customers while achieving annual department goals.
  • Goal Development: Develops key action plans to achieve annual and mid-term departmental goals and objectives.
  • Reporting and KPI Management: Responsible for reporting monthly scorecards, department KPIs, and action plans for improving departmental effectiveness and determining improvements.
  • Sales Support: Collaborates with the sales staff to support indirectly, or on-site, new customer meetings, customer visits, and/or in-process service-related scheduled follow-up meetings.
  • Escalation Management: Handles customer problems and service escalation activities.
  • Customer Support: Ensures effective and timely support is provided to customers needing assistance for field service, technical support, and/or training.
  • Data Analysis: Gathers data, performs analysis, reports, and recommends improvements in product and/or service offerings.
  • Customer Problem Resolution: Champions customer problem escalation response for issues requiring higher-level management support, emergency assistance, and/or greater cross-departmental and/or factory-level support.
  • Complaint Management: Responds to and addresses customer complaints, open or unresolved issues, and/or special support circumstances.
  • Follow-up Management: Facilitates timely follow-up and action plans for customers’ issues/projects.
  • Service Communication: Publishes the weekly service flash report to communicate ongoing or in-process customer-related issues or concerns.

5. Aftersales Manager Accountabilities

  • Leadership: Manage, coach, and motivate employees, ensuring a high quality of employees.
  • Performance Optimization: Monitor and optimize the productivity and performance of employees.
  • Staffing and Resource Planning: Ensure adequate headcount to deliver KPIs and SLAs within the department.
  • Resource Management: Compile and maintain a resource plan for the workshop and warehouse; develop concepts and measures for load optimization.
  • Customer Service Management: Plan and control service advertising, customer loyalty activities, customer surveys, and other measures for monitoring customer satisfaction.
  • Pricing Strategy: Regularly review prices for workshop services and, after prior agreement with company management, adapt them to suit the market.
  • Quality Control: Monitor Mercedes-Benz quality and service standards to ensure these are being met.
  • Customer Satisfaction Management: Develop measures for ensuring and increasing customer satisfaction while identifying reasons for customer dissatisfaction.
  • Risk Management: Identify areas of risk within the area of responsibility and develop and maintain effective controls to reduce the risk of fraud occurring.
  • Facilities and Process Planning: Ensure planning for facilities, bays, machines, tools, diagnosis installations, etc., is carried out correctly, ensuring optimal design of workplaces and processes.
  • Investment Planning: Prepare, plan, and conduct calculations for investments in workshops, facilities, and people together with company management.