Job Description

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Job Purpose

Provide expertise, advice and support to the dealer network in terms of after-sales functions and methods to assist the dealer in achieving performance objectives according to OEM standards.

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Position Overview

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Specific Role Responsibilities

GENERIC JOB OUTPUTS

PROCESS

Analyse commercial performance of the service and parts department relative to set KPIs and where necessary, together with the dealer, develop improvement plans. Analyse the customer satisfaction index (CSI) performance and to assist, design and manage the implementation of action plans to achieve the CSI objectives. Conduct research and gather data to provide input to operational reporting and decision-making processes. Conduct research to identify new opportunities/technologies which could result in better operational processes. Define standard operating procedures (SOPs). Ensure and monitor compliance to any current recall campaigns. Ensure that the correct operational tools and processes, as defined by the M, are in place and employed. Ensure that the dealer adheres to the Aftersales standards relative to service, parts and customer care. Provide specialist advice to enable planning for value-added process improvements, initiatives and services. Provide specialist advice to identify and develop solutions to improve quality of processes and services. Define standard operating procedures (SOPs). Implement and manage end-to-end processes. Manage and control all campaign claims as per M mandatory requirements. Manage and monitor timeous processing of dealer warranty claims.

FINANCE

Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage related to materials or equipment. Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage. Drive service and parts sales profitability and turnover at dealer level. Manage the Goodwill and mobility expenditure within budget.

CLIENT

Build a strong appreciation of customer needs, ensure understanding, and make recommendations to improve customer interaction and overall satisfaction. Deliver services and/or products that create a culture which aims to meet or exceed customers' expectations in the business. Build sustainable relationships with customers that contribute to a culture of customer service excellence. Manage the resolution of customer concerns at M or dealer level. Address any customer queries and make relevant decisions to ensure customer satisfaction. Build sustainable relationships with customers that contribute to a culture of customer service excellence.

PEOPLE

Identify skills gaps and recommend training needs. Own and live up to company values. Participate and provide expertise to a culture of work centric thinking, productivity, service delivery and quality management. Participate in forums/discussions that positively contribute to knowledge improvement. Provide advice and support with the management of change and offer operational support where required.
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Qualifications and Experience

Minimum Qualification

Higher Certificates and/or Advanced National (Vocational) Certificates with NQF Level 04 Relevant tertiary qualification

Minimum Experience

3 - 5 years' experience in a similar environment
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Skills and Personal Attributes

Minimum Requirements

A broad understanding of the motor and/or the logistics and /or transport industry and legislation relating thereto. Sound understanding of Dealer Standards. Sound understanding of the concept and application of variable margin. Sound Finance/Accounts understanding. Sound understanding of the concept and application of CSI principles. Sound understanding of human resource procedures in the context of legislative and regulatory frameworks.

Please consider your application unsuccessful should you not hear from us within Two weeks of closing date.