Aftersales Manager

Recruiter
Volkswagen Commercial Vehicle
Location
Milton Keynes
Salary
£30000 - £45000/annum
Posted
14 Jul 2017
Closes
13 Aug 2017
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
This exciting opportunity exists at our Brian Currie Van Centre Milton Keynes

**STRICTLY NO AGENCIES**

Salary basic 30k dependant on experience with OTE of up to 45k

Hours of work - Monday - Friday 7.30am - 5.30pm
1 in 4 Saturdays - morning only

Objectives

• Formulate policies and procedures to achieve maximum revenue and profitability through the sale of labour, parts and materials
• Control stocks and assets at a level commensurate with profit requirements and customer satisfaction
• Ensure the highest level of customer satisfaction and retention
• Help Van Centre to achieve industry-leading standards of process efficiency and cost control
• Ensure departmental compliance with company policies and industry guidelines

Measures

• Service, material and parts sales revenue vs. targets
• Labour productivity, workshop lead times lubricants margins, average parts margins, sublet margins and parts stock turn
• VQM / dealer audit
• Customer satisfaction (CEM) and retention (repeat purchase)
• Staff retention
• First time fix rate

Key Tasks

Objective: Formulate policies and procedures to achieve maximum revenue and profitability through the sales of labour, parts and materials
• Assess the financial performance of the service department, parts department and bodyshop
• Carry out regular reviews of pricing policies, labour rates, discounts and parts pricing
• Monitor warranty claims submissions, credit account applications and credit facilities
• Monitor workshop productivity and the effective use of labour
• Plan, initiate, promote, measure and evaluate aftersales marketing events, utilising Volkswagen Commercial Vehicles marketing initiatives
• Work closely with the sales department to ensure all vehicle buyers become aftersales customers

Objective: Control stocks and assets at a level commensurate with profit requirements and customer satisfaction
• Examine management accounts and composite figures
• Ensure all stocks and services purchased for resale are monitored and sold at a profit
• Coincide inventory purchases with sales and special initiatives in order to take advantage of savings
• Maintain stock levels, monitor the parts inventory and anticipate future parts needs
• Measure true stock turn and keep obsolete stock to a minimum
• Ensure a budgeted return on investment

Objective: Ensure the highest level of customer satisfaction
• Ensure customers are received promptly and courteously at all times
• Work to constantly improve the quality of customer service
• Handle dissatisfied customers calmly, resolve complaints with sensitivity, and involve others when needed
• Ensure the aftersales department is adequately staffed in order to achieve departmental objectives and provide a prompt service to customers

Objective: Help Retailer to achieve industry-leading standards of process efficiency
• Ensure the correct maintenance / calibration of tools, equipment and other materials in the aftersales department
• Ensure you and staff maintain up-to-date knowledge, improve technical skills and achieve a high level of workmanship
• Ensure correct understanding and use of the company computerised systems
• Establish and control inventory system with full inventory checks and conduct spot-checks to ensure that actual inventory coincides

Objective: Ensure departmental compliance with company policies and industry guidelines
• Operate within the law at all times, ensure all health and safety legislation and internal procedures are followed
• Operate at all times within company policy and follow Volkswagen Commercial Vehicle operating standards for aftersales
• Ensure the correct recycling of all disposed and damaged items in line with environmental regulations
• Ensure all aftersales staff including yourself, attend essential Volkswagen Commercial vehicle training courses and the correct records of training are maintained
• Maintain contact with Volkswagen Commercial Vehicles, suppliers and statutory representatives

Skills and Experience Required

About Us

Quality. Reliability. Environmental awareness. These are the keys to Volkswagen Commercial Vehicles. For more than 60 years, we've been working closely with, learning from and delivering for organisations large and small, throughout the UK. It means that we've become the wheels that keep organisations going in the right direction – creating business partnerships that last by providing vehicles that perform.

With more than 60 years of heritage, we have a huge following of enthusiasts from around the world. It’s all thanks to our ability to punch above our weight as a team. As part of our team, you’ll go to work enhancing our long-standing reputation, rolling your sleeves up and building close relationships in the world of corporate business which will ensure our sustained success for the next 60 years