Aftersales Field Operation Manager

General Purpose of the Job:

• Build good image by providing efficient and professional aftersales campaign and activity support across all the branch.
• Build professional aftersales DOS, DMS and aftersales process across all the branch
• Committed, results driven and profit and customer satisfaction oriented, always ensuring highest result achievement.
• Implement customer service process and standards at distributor and dealer side
• Evaluation and audit service centre and workshop service management

Handling all branch filed operation and achieve CSI KPI.

Key responsibilities:

According to entire company development strategy, make the aftersales entire strategy and detailed implement plan, in order to enhance aftersales business level, build up well-established aftersales system.

• Tracking planning target, regular monitor and tracking status, adjust the strategy base on marketing change, make sure every aftersales task in good tracking.
• Responsible for aftersales data tracking and analysis, according to data character, design the different analysis dimension, actual reflects the business status, such as CSI report, operation report, quarterly evaluation report, weak point follow up report, etc.
• Set up the aftersales KPI for all distributors and dealers.
• Design and conduct aftersales campaign for the branch.
• Implement and evaluate the aftersales DOS for all branches.
• Supports Director with aftersales non-technical training plan and takes initiatives with implementing technical training in order to achieve fully understanding of the features and benefits from the customers, and to increase the market share systematically.
• Analyses the latest regional aftersales situation, provides the aftersales development direction and method.
• Active contribution in developing standards, processes and procedures in automotive aftersales business.
• Aftersales budget strategy planning and budget management.

All other tasks related to the job that your superior entrusts you.

Reporting Structure:

The position reports to: Aftersales Director

Number of direct reports: N/A

Main Key Performance Indicators:

• Set up the aftersales KPI for all distributors and dealers.
• Design and conduct aftersales campaign for branch.
• Implement and evaluate the aftersales DOS for all branches.

• Aftersales budget strategy planning and budget management.

• Responsible for aftersales data tracking and analysis, according to data character, design the different analysis dimension, actual reflects the business status, such as CSI report, operation report, quarterly evaluation report, weak point follow up report, etc.
• According to the entire company development strategy, make the aftersales entire strategy and detailed implement plan, in order to enhance aftersales business level, and build up a well-established aftersales system.

Internal & External Stakeholders:

• All departments
• Corporate Purchasing department

• Corporate Aftersales project management team

• Distributors

Qualifications and Requirements:

(Outline the skills, education, experience, and certifications required for the position. Specify mandatory and preferred qualifications. Include both technical and soft skills. Highlight any specific requirements such as travel, working hours, or physical demands.)

• Bachelor's degree/Diploma in mechanical engineering
• 5+ years of automobile aftersales field operation manager work experience with proven track records
• Have knowledge of regional regulatory requirements on warranty, service pack and etc.
• Strong and accurate aftersales management/ assessment/judgement abilities
• Logical thinking and strong capability of problem analysis
• Detail oriented
• Strong communication skill

• Fluency in English and other languages is essential