- 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.
- Bachelor's degree in Business Administration, Management, Automotive Engineering, or a related field. A master's degree may be preferred. - Proficiency in Bahasa Melayu and English. - Proficiency in Mandarin would be a plus point but not mandatory. - Extensive experience in after-sales service management within the automotive industry. - Proven track record of progressively responsible roles, including leadership and managerial positions. - Familiarity with automotive after-sales 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 data-driven decisions. - Effective problem-solving skills to address challenges in after-sales operations. - Familiarity with automotive technology and the ability to leverage technology solutions for process optimization. - Experience in implementing and managing software systems relevant to after-sales services.