Head of Aftersales Support

Inchcape is the leading global automotive distributor operating in more than 40 markets. We partner with some of the biggest brands in the business to power better mobility today and in the future.

Our diverse global team of over 20,000 talented people foster an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.

Here, you will unlock your full potential with career opportunities and learning experiences. You’ll work with cutting-edge technology, ground-breaking innovation, and forward-thinking colleagues. If you are highly driven with a can-do attitude, and you bring out the best in yourself and others, then join us to power new futures.

Our Aftersales department is currently looking for a talented Head of Aftersales Support who will be responsible for overseeing all aftersales support for the dealer network, while ensuring the highest level of service is provided to both internal and external customers through the running of an efficient Aftersales Support Department. 

Here’s what you’ll be doing:

• Oversee aftersales support for distribution and retail operations, including standardization of services, warranty processes, technical training, certification, technical campaigns, and recalls, ensuring alignment with OEM and company standards and budgets.
• Develop and manage the department's annual budget, ensuring efficient allocation of resources
• Analyze financial data and KPIs, delivering accurate monthly reports to the Leadership Team on departmental performance and trends.
• Set short- and long-term goals for the department, monitoring progress and making strategic decisions to achieve objectives.
• Provide support to retail operations and the dealer network through KPI reporting, best practices, process optimization, and training to enhance customer satisfaction, retention, and market share growth.
• Manage recall and technical campaigns, ensuring full compliance with OEM and regulatory standards.
• Collect, compile, and analyze KPI data from the dealer network and Customer Experience Management (CEM), offering benchmark analysis and business insights to aid decision-making.
• Oversee the warranty process, ensuring adherence to OEM requirements, minimizing risk, and reporting on trends and variances from budget.
• Lead the recall process across markets, developing strategies to support dealers and maintain compliance with OEM guidelines.
• Act as the initial escalation point for technical matters, ensuring issues are logged accurately and reported to manufacturers promptly.
• Work closely with the Regional Sales team to develop initiatives that enhance and sustain service levels within the dealer network.

We'll make a match if you meet the following requirements:

• B.Sc. In Business, Operations or a related field.
• 5+ years of experience leading a successful post sales support team.
• Strong understanding of automotive products, systems, and technology.
• Background in automotive engineering or a similar technical field can be beneficial.
• Highly developed interpersonal, leadership and relationship building skills.
• Ability to perform in a fast-paced environment.
• Exceptional communication and interpersonal skills.
• Excellent analytical and problem-solving skills.
• Computer literacy with good working knowledge of Microsoft Office.
• Ability to travel within the ICI dealership network. 

Role Information:

• Reports to: Distribution Director
• Location: Warrens, St. Michael
• Work Model: Hybrid

At Inchcape Americas, we are committed to building a diverse, inclusive, and authentic workplace. Inchcape is for everyone. If you are enthusiastic about this role and share our values of delivering great experiences through innovative thinking and working better together, we invite you to apply.

We support diversity and inclusion in all its forms, without discrimination based on age, gender, sexual orientation, nationality, religion, or disability.