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Aftersales Regional Manager - Al Futtaim FastFit

Posted: 04-01-2020
Place: Dubai
Provide excellent aftersales service to customers while ensuring achievement of or exceeding location’s monthly/annual sales and profitability target.

To manage all branches and exercise control in all areas, facility, manpower and operations including administration.

Minimum Qualifications and Knowledge:

Diploma or Degree in Mechanical/Automotive Engineering. Diploma or Degree in Logistic Management.

Minimum Experience:

5 - 10 Years in reputable Tyre/Automotive workshop in Managerial position.

Job- Specific Skills:

Microsoft Proficient, SAP System, Dealer Management System, Training (On the Job & Theoretical), Managerial Skills.

Behavioural Competencies:

Oral Communication and Presentation, Integrity, Analytical, Customer Oriented, People Skills, Team Work, Planning & Organizing, Initiative, Perseverance, Assertiveness, Problem Solving and Decision Making

Description of the Accountability

Aftersales Consultant:

• Provide assistance to all relevant principals in aftersales related issues.

• Ensure branch employees understand all aftersales policies and procedures and advise on all related operational issues.

• Provide all principals with timely and accurate feedback and advice on all aftersales related operational, financial and performance based activities

• Compile reasonable action plans to ensure that countermeasures are given to all aftersales principals.

• Encourage a teamwork philosophy and promote Kaizen (continual improvement) in all areas of after sales operations.

• Present all aftersales accountabilities to all principal members.

• Extend full aftersales co- operation and advice to branches through, e- mail, fax, video conferencing or personal visits.

• Distribute guidelines and policies/procedures regarding field- fix methods to ensure ultimate customer satisfaction.

• Collect information or evidence, study and analyse aftersales related issues and products.

• Provide feedback through various presentations, media and reports to management.

• Conduct conformity tests to improve the quality of existing or new products.

Aftersales Reporting:

• Ensure that quality (accurate & timely) reporting of aftersales, from branch to distributor and visa versa.

• Ensure branch report according to targets and understand all policies related to lead time, quality and quantity.

• Provide customer with accurate reports, and advice of potential repairs.

• Report to line management on a continual basis regarding aftersales issues.

• Provide feedback on all field visits and clear reports of branch visits

• Meet weekly with all staff and discuss all activities, financials and visually grasp all reports in kaizen format.

• Meet weekly/monthly and provide feedback to line management of all reporting branches performance.

• Tracking of all training records of all staff.

• Monitoring of all lost sales in aftersales operations.

Field Visits:

• Conduct field support visits to respective branches, suppliers and other parties in the value chain.

• Ensure regular visits to customers to enhance aftersales business.

• Visit and conduct relational meetings with all existing prospective customers.

Aftersales Training Operations:

• Ensure that each staff member has a clear and understandable career path and objectives.

• Ensure that all staff attend scheduled training.

• Provide all guidelines to all productive/non- productive staff on quality field fixes and repairs.

• Provide guidelines to all staff on operational compliance to all distributor recommended policies and procedures for all staff.

Aftersales Policies and Procedures/Operational Compliance:

• Ensure that all policies and procedures for aftersales operations are adhered to by all staff within the reporting structure.

• Ensure that all branches comply with all the distributor recommended operational standards, including Health/Safety, First Aid.

• Participate in all distributor workshops and skill development programs.

Principal’s Visit, surveys and Feasibility Studies:

• Conduct time and motion studies in coordination with all relevant parties.

• Conduct feasibility studies on manpower, facility and equipment requirements, to ensure sustainable growth in the service industry.

Tools Equipment and Facilities:

• Advise on tool and equipment requirements to improve branch workshop efficiency.

• Study additional tool and equipment’s requirement to support maintenance & diagnostic requirements.

• Ensure that all tools, equipment are always maintained, and that risk audits are conducted on a regular basis to reduce the risk of injury. Prepare equipment, vehicles, facilities market information and back- up staff prior to principal supplies visits.

• Conduct quality audits on branches and suppliers.

• Ensure monthly audits are conducted on facilities, equipment and processes.

• Ensure the sustainment of all facilities in region.

Business Development:

• Provide technical and operational inputs to projects, for the development and expansion of service department.

• Assist with skills contest and Fast Fit Production related programs.

• Ensure that an annual business plan is developed and presented to all top management.

• Ensure the consolidations of all aftersales prospecting, marketing and sustainment of such efforts.

• Initiate innovative processes, ideas in order to increase aftersales revenue and profit.

• Ensure the sustainment of all aftersales databases management. Provide assistance and advise on marketing campaigns, equipment/tool selection, needs and productivity enhancements ideas

• Provide efficient work layouts and assistance of Product research centre and fitment centre layouts.

• Introduce customer retention initiatives /activities.

Service Excellence:

• Ensure all principal members understand all policy and procedures related to service excellence and initiatives.

• Participate in all Aftersales initiatives to enhance branch performance.

Budgeting Control:

• Provide inputs to branch, Aftersales Division budgets and assist with achieving more profitable environment.

• Compile individual branch budgets and ensure that monitoring of all manpower and operating costs.

• Maximize profit based on management agreement of budget and profit margins.

Coordination of Customer Relations:

• The coordination and monitoring of all customer relations activities with the branches and principal members.

• Report and take corrective measures to resolve customer complaints with service management.

• Ensure timely and accurate liaison with customer contact centre.

• Monitoring of Customer Satisfaction results and analyzing strong and weak areas in order to improve customer satisfaction.

• Liaise with branches regarding customer complaints and CSI tracking

• Monitor the compliant management ratio and advise branches on corrective actions.

• Liaise with aftersales managers to ensure quick and prompt complaint resolution.

 Adhere to QMS departmental SOPs

 Responsible for carrying out work with care ensuring not to endanger the life either of themselves or others by theirs acts or omissions whilst complying to health and safety requirements of the company and preventing any harm to the environment.

• Ensure the establishment, documentation, implementation, standardization and sustenance of processes for the effectiveness of QMS in order to emphasize in achieving Customer Satisfaction, Product Quality & Process improvement.


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