General Manager Aftersales

 

Description:

Key Responsibilities:

 

1. After-Sales Strategy & Leadership:

• Develop and implement a national after-sales strategy aligned with company goals.

• Set annual targets for service revenue, parts sales, and customer satisfaction (CSI).

• Drive the integration of service, spare parts, and technical support into a cohesive unit.

2. Service Network Management:

• Expand and upgrade the authorized service network across key markets.

• Ensure all service facilities comply with OEM standards (CI, equipment, manpower).

• Conduct regular audits and performance reviews of service centers.

3. Customer Satisfaction & Quality Assurance:

• Ensure high levels of customer satisfaction through fast, fair, and effective service.

• Lead customer feedback programs and implement continuous improvements.

• Handle high-level complaints and warranty disputes professionally.

4. Spare Parts Operations:

• Oversee parts supply chain, inventory management, and pricing strategy.

• Ensure timely availability of fast-moving and critical components nationwide.

• Monitor warehouse operations and reduce parts aging or obsolescence.

5. Warranty & Policy Management:

• Define and manage warranty policies, claim approvals, and cost control.

• Monitor claim trends and guide engineering for product improvements.

6. Financial & Business Performance:

• Monitor and report after-sales KPIs including revenue, profitability, retention, CSI, and efficiency.

• Optimize operational costs while improving productivity and service levels.

7. Team Leadership & Development:

• Build and lead a high-performing after-sales team at head office and in the field.

• Set objectives, conduct performance reviews, and drive accountability.

 

Qualifications & Experience:

 

• Bachelor’s degree in Mechanical/Automotive Engineering or Business.

• MBA preferred.

• 10–15 years of progressive experience in after-sales.