Job description

 Aftersales Operations Management

• Manage the overall day-to-day operations of the Aftersales Department.
• Develop and implement annual, monthly, and daily operational plans.
• Ensure all service centers and workshops are fully operational and properly equipped.
• Monitor workshop capacity, productivity, and utilization.
• Optimize the vehicle reception, diagnosis, repair, quality control, and delivery process.
• Reduce customer waiting time and vehicle turnaround time.
• Ensure all repairs are completed according to approved technical standards.
• Identify operational bottlenecks and implement corrective actions.

B. Workshop & Technical Service Management

• Oversee mechanical, electrical, electronic, diagnostic, and preventive maintenance operations.
• Monitor technician productivity and efficiency.
• Ensure proper use of diagnostic equipment and workshop tools.
• Monitor recurring technical problems and implement corrective measures.
• Ensure compliance with manufacturer technical procedures and service bulletins.
• Establish and monitor final vehicle inspection procedures.
• Reduce repeat repairs and customer comebacks.
• Maintain high standards of workmanship and technical quality.

C. Spare Parts Management

• Manage spare parts operations, including purchasing, inventory, storage, and issuance.
• Ensure availability of fast-moving and critical spare parts.
• Establish appropriate minimum and maximum stock levels.
• Monitor stock accuracy and conduct regular inventory checks.
• Reduce obsolete, slow-moving, and non-moving inventory.
• Improve inventory turnover.
• Coordinate with Procurement and suppliers to improve pricing and availability.
• Monitor spare parts margins and profitability.

D. Warranty Management

• Manage all warranty operations and claims.
• Ensure warranty claims are submitted accurately and within required timelines.
• Monitor warranty receivables and claim settlements.
• Reduce rejected warranty claims.
• Analyze reasons for claim rejection and implement corrective actions.
• Ensure compliance with manufacturer warranty policies and procedures.
• Maintain accurate warranty documentation and records.

E. Customer Experience & Satisfaction

• Develop and maintain a high-quality customer experience throughout the service journey.
• Monitor Customer Satisfaction Index (CSI), NPS, complaints, and customer feedback.
• Establish effective customer complaint handling procedures.
• Ensure critical customer complaints are resolved promptly.
• Conduct root-cause analysis of recurring complaints.
• Develop customer retention and loyalty initiatives.
• Implement customer follow-up programs after service completion.
• Improve customer retention and repeat-service rates.

F. Financial & Profitability Management

• Prepare and manage the Aftersales annual operating budget.
• Achieve monthly and annual revenue and profitability targets.
• Monitor gross profit and margins for labor, parts, and services.
• Control operational expenses and identify cost-saving opportunities.
• Improve workshop capacity utilization and revenue generation.
• Increase revenue from preventive maintenance and additional services.
• Monitor Average Repair Order (ARO) value.
• Analyze branch/service center profitability.
• Prepare financial and operational forecasts.

G. Aftersales Sales Development

• Develop Upselling and Cross-selling opportunities within service centers.
• Increase sales of:
• Preventive maintenance services.
• Tires.
• Batteries.
• Accessories.
• Vehicle care services.
• Maintenance contracts.
• Extended warranty products.
• Additional repair and maintenance services.
• Train Service Advisors to identify customer needs and recommend appropriate services.
• Monitor service recommendation conversion rates.
• Develop campaigns to increase customer return visits.

H. People Management & Development

• Lead, manage, and motivate Aftersales teams.
• Establish clear objectives and KPIs for all employees.
• Conduct periodic performance reviews.
• Identify staffing requirements and workforce gaps.
• Participate in recruitment and selection of key employees.
• Develop training and development plans.
• Improve technical and customer-service capabilities.
• Develop succession plans for critical positions.
• Ensure compliance with company HR policies and procedures.

I. Reporting & Performance Analysis

Prepare and review regular management reports covering:

• Aftersales revenue.
• Gross profit and margin.
• Number of vehicles serviced.
• Number of repair orders.
• Average Repair Order (ARO).
• Technician productivity.
• Workshop utilization.
• Labor hours available vs. sold.
• Repeat repair / comeback rate.
• Customer satisfaction and NPS.
• Customer complaints.
• Spare parts sales.
• Inventory turnover.
• Obsolete and slow-moving parts.
• Warranty claims.
• Warranty rejection rate.
• Operating expenses.
• Budget vs. actual performance.
• Branch and service center profitability.
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Skills

• Strong leadership abilities to guide and motivate a team towards achieving common goals.
• Excellent communication skills, both verbal and written, to effectively interact with clients and team members.
• Analytical skills to assess service metrics and derive actionable insights for improvement.
• Project management skills to oversee multiple initiatives and ensure timely execution.
• Customer-focused mindset to prioritize client satisfaction and build lasting relationships.
• Problem-solving skills to address and resolve customer issues promptly and effectively.
• Proficiency in using CRM software and other tools to manage aftersales processes efficiently.