Head of After Sales

• Develop and implement strategic plans for the aftersales service department in alignment with the overall business objectives.
  
• Analyze market trends and customer feedback to identify opportunities for service improvement and growth.
  
• Manage and optimize service operations including maintenance and repair services spare parts distribution and warranty processes.
  
• Ensure efficient and effective utilization of resources including personnel facilities and technology.
  
• Implement and monitor key performance indicators (KPIs) to measure and improve departmental performance.
  
• Foster a customercentric culture within the aftersales team to enhance customer satisfaction and loyalty.
  
• Address and resolve customer complaints and escalations in a timely and satisfactory manner.
  
• Implement customer feedback mechanisms to improve service quality continuously.
  
• Recruit train and develop a highperforming aftersales team.
  
• Provide leadership guidance and support to ensure the teams success in meeting departmental and organizational goals.
  
• Develop and manage budgets for the aftersales department ensuring financial targets are met.
  
• Collaborate with suppliers and vendors to ensure timely and costeffective procurement of spare parts and other necessary materials.
  
• Implement and monitor quality control measures to ensure that service and repairs meet or exceed industry standards.
  
• Identify and implement technology solutions to streamline aftersales processes and enhance customer experience.
  
• Stay informed about advancements in automotive technology and integrate relevant innovations into the aftersales service.
  
• Prepare regular reports for senior management summarizing key performance metrics challenges and opportunities.
  
• Collaborate with other departments such as sales marketing and product development to ensure seamless coordination and integration of aftersales services with overall business objectives.
  

Requirements

• Bachelors degree in Business Administration Management Automotive Engineering or a related field. A masters degree may be preferred.
  
• Proficiency in Bahasa Melayu and English.
  
• Proficiency in Mandarin would be a plus point but not mandatory.
  
• Extensive experience in aftersales service management within the automotive industry.
  
• Proven track record of progressively responsible roles including leadership and managerial positions.
  
• Familiarity with automotive aftersales service processes including maintenance repairs spare parts management and warranty services.
  
• Proven experience in strategic planning organizational development and change management.
  
• Ability to develop and implement strategies to enhance customer loyalty and address customer concerns effectively.
  
• Strong financial management skills including budgeting cost control and revenue optimization.
  
• Experience in optimizing the procurement process for spare parts and services.
  
• Strong analytical skills to assess performance metrics identify trends and make datadriven decisions.
  
• Effective problemsolving skills to address challenges in aftersales operations.
  
• Familiarity with automotive technology and the ability to leverage technology solutions for process optimization.
  
• Experience in implementing and managing software systems relevant to aftersales services.