Job Description

REQUIREMENTS

• Bachelor's Degree or above
• 5 years or above of automotive experience
• Experience in after-sales service management at an OEM
• Experience in management and knowledge of Chinese brand after-sales service in the South African market
• Proficient in the use of Office Software
• Good data analytics and problem-solving skills
• Teamwork skills and communication skills
• Adaptability and initiative
• Strategic planning

RESPONSIBILITIES

• Responsible for the development of dealer service standard process, design of service business policy, planning and supervision of service activities implementation, continuous improvement of after-sales service process and introduction of innovative solutions
• Lead and develop the after-sales service team
• Claims and quality management

• Responsible for the development of claim standards, claim review efficiency improvement, claim trend cause analysis and improvement measures development; responsible for the feedback and analysis of quality information
• Service channel development and management

• Responsible for the development and management of service channels, formulating management methods for the entry, evaluation and exit of service channels, and continuously optimising them
• Dealer capacity enhancement

• Organize training for dealers to enhance their capabilities, including service processes, service standards, technical training, claims training, etc.
• Customer relationship management

• Responsible for customer satisfaction surveys, development and implementation of satisfaction improvement programs, and handling of customer complaints and negative news
• Spare parts management

• Responsible for the procurement, inventory management and sales forecasting of spare parts to ensure adequate supply and reasonable inventory levels of spare parts, optimise spare parts inventory management to reduce inventory backlog and capital consumption
• Responsible for other related work, planning, and management of the after-sales team
• Other daily temporary work, as arranged by leaders

Skills Required