Aftersales Manager

Recruiter
Jenrick Commercial
Location
Stockport
Salary
£45000/annum Great earning potential
Posted
13 Jun 2017
Closes
13 Jul 2017
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
Aftersales Manager * Automotive Industry * Well Known Reputable Company * Stockport * £45,000 p.a. plus EARN up to £75,000 OTE * Fantastic Opportunity *
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JOB DESCRIPTION & COMPETENCIES
AFTER SALES MANAGER

 

KEY PURPOSE OF THE JOB

 

Independently managing and developing a customer-oriented and profitable workshop and spare parts business. This includes, in particular, optimally utilising the market, a high level of customer satisfaction and high yields for the department, as well as planning, controlling and monitoring processes in customer services areas.

 

Managing and developing employees.

 

ACCOUNTABILITIES

 

- Defining market targets for workshops and the spare parts business within the framework of performance targets defined by business and, together with the company management, drawing up a corresponding annual plan
- Compiling and maintaining a resource plan for the workshop and warehouse and developing concepts and measures for load optimisation
- Ensuring planning for facilities, bays, machines, tools, diagnosis installations, etc. is carried out correctly; optimal design of workplaces and processes
- Preparing planning and calculations for investments in workshops, facilities and HR together with the company management
- Regularly reviewing prices for workshop services and, after prior agreement with the company management, adapting them to suit the market
- Planning and controlling Service advertising, customer loyalty activities, customer surveys and other measures for monitoring customer satisfaction
- Involvement in determining the communication budget
- Monitoring the regional market with respect to new competitors
- Carrying out analyses of the competition/benchmarking in Services
- Determining HR requirements for workshops and spare parts business
- Employing new staff and developing an induction plan
- Managing, coaching and motivating employees and thus ensuring a high quality of employees
- Defining target agreements with employees and reviewing the level of target achievement
- Together with employees, establishing personal development goals and agreeing means of achieving these
- Fostering team development
- Controlling cost management for own department
- Monitoring and optimising productivity and performance of employees
- Looking after customers dissatisfied with workshop services and those with difficult complaints
- Ensuring mobility of customers insofar as necessary
- Making decisions within the scope of own competence regarding granting of accommodating terms, or making preparations so that the company management can make decisions

- Ensuring efficiency of use of HR and efficiency of processes in workshop and warehouse
- Ensuring job time planning and task allocation for workshop and warehouse is carried out correctly
- Ensuring pre-determined job times are adhered to
- Ensuring all required technical test equipment and tools are available and ready for use
- Guaranteeing cleanliness and orderliness of workshops
- Monitoring compliance with all statutory regulations
- Ensuring quality control of all completed tasks
- Ensuring vehicles are handed over in a customer-oriented manner
- Ensuring customers and mechanics have quick access to spare parts and accessories from warehouse
- Ensuring customers and mechanics have access to advice on identifying which spare parts and accessories they require
- Ensuring service and invoicing regarding spare parts is carried out in a customer-oriented manner
- Ensuring permanent availability or sourcing at short notice of spare parts and accessories
- Organising incoming lot control in spare parts warehouse
- Ensuring defective spare parts from complaints and warranty claims are returned correctly
- Monitoring inventory documentation and controlling inventory optimisation
- hen requested by Sales, ensuring technical appraisal of used vehicles is carried out and results passed to Sales
- Ensuring regular reporting for company management
- Ensuring the service literature, product brochures as well as process documentation and the required software is up to date, complete and available
- Ensuring information from headquarters is followed up, archived and made available to others
- Monitoring reports in the media on the Mercedes-Benz brand and on competitors` products
- Actively passing on relevant information to employees
- Calling on and leading circle of those involved in quality management to discuss and improve processes and steps
- Monitoring Mercedes-Benz quality and service standards to ensure these are being met
- Ensuring all customers to the Service department are approached
- Ensuring customers` wishes are dealt with and followed up
- Ensuring customers are looked after following a visit to the Service department
- Setting an example in terms of friendliness and style of dealing with customers
- Arranging for complaints to be registered /registering complaints and ensuring communication with customers is dealt with correctly
- Identifying reasons for customer dissatisfaction
- Developing measures for ensuring and increasing customer satisfaction