AFTER SALES MANAGER

Date: 27 Mar 2024

Location: Carolina, Puerto Rico

Company: inchcape

As a member of the Inchcape team, you will play a key part in the success of our hugely diverse global business. We are a team of over 14,500 colleagues across more than 40 countries make up the global Inchcape team. We are always searching for talented and passionate people, with a can-do attitude, to join us and help power Inchcape’s growth.
Our business focuses on four key strategic objectives with our vision to be the ‘World’s most trusted automotive distributor and retailer’.
Working with some of the most prestigious brands in the market, and with our enhanced basic salaries and competitive pay plans, this move could be the best move in your career so far!

 

Purpose of the Role:

Responsible for managing an efficient and profitable Aftersales operation, while providing exceptional customer support throughout the dealer network. The main objective of this role includes the delivery of revenue targets, ensuring a healthy parts inventory and maintaining high customer satisfaction and retention, through the consistent engagement and value-add support of the OEMs and regional dealer network.

 

Job Responsibilities:

  • Develop and manage the annual operating budget for the department.
  • Manages and analyzes department financial data - Providing and presenting monthly reports to the senior leadership team on the performance and trends of the department.
  • Manages aftersales support for the business, including the technical support processes to guarantee service standardization, ensuring homogenous warranty processes, technical training & certification, the execution of technical campaigns and recalls, project development, technological innovation, and service optimization according to the budget and standards defined by the OEMs and the company.
  • Supports the retail operation and dealer network by providing value added support through KPI reporting, best practices, process optimization and training to aid in delivering high customer satisfaction, drive retention and market share growth.
  • Manages the execution of recall and technical campaigns to ensure compliance with OEM and regulatory requirements.
  • Manages the Warranty process to ensure compliance with OEM requirements while mitigating risk/loss to the business, provides monthly reports identifying trends and variations from budget.
  • Manages the first level of escalation for all technical matters, ensure that all issues are accurately logged, and technical reports are submitted to the manufacturer within the required time frame.
  • Develop strategic parts pricing and promotional strategies to meet the business objectives while maximizing sales opportunities and ensuring customer loyalty.
  • Oversees the strategic planning, sales, and order process (S&OP) to ensure the correct parts are available on time for customers, while maximizing turnover and minimize obsolescence.
  • Ensures that all department employees attend training programs to gain the necessary skills and certifications.
  • Ensures that all technical resources are provided with documentation and training on data, bulletins, updates and modifications

 

Skills and Experience Required:

  • Bachelor of Business Administration with a concentration in Sales/Marketing or Engineering.
  • 2+ years of experience in a Parts or Service Management role.
  • Excellent Communication skills in English and Spanish – verbal, written and presentation.
  • Capacity to handle difficult clients and conversations.
  • Capacity to work under pressure.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.