About the job #10566 - Aftersales Director, 60K + Bonus.
The successful candidate will be required to manage a team of experienced team of mechanics, apprentices, service advisors, liaise with the parts department and valeting team. This role will require the candidate to ensure the highest level of customer satisfaction and ensure that brand standards are implemented and adhered to at all times. They will also identify and develop opportunities to enhance the performance of the aftersales department.
Responsibilities :
Manage a busy service department, maximising profitability and revenue.
Achieve agreed profit and retention levels, review budgets and target objectives
To monitor all departmental KPIs, identify shortfalls and take appropriate action
Review all staffs productivity and efficiency
Maintain and control WIP
To deliver the highest possible level of customer satisfaction and meeting all manufacturers required standards
That all aftersales correspondence is dealt with in a timely and professional manner
Maintaining good customer relationships by meeting and exceeding expectations aiming for a right first-time approach
Review labour rates, pricing menus and identify necessary discounts
Maintain policies regarding brand recall and safety concerns
To ensure that all warranty policies and procedures are adhered to at all times
A good knowledge of eVHC and ensure service advisors maximise upsell potentials of amber and red
Review all departmental training requirements to make sure brand standards are achieved
Provide regular feedback of departmental activity and statistics to General Manager
Requirements :
Minimum of 5 years service/aftersales manager experience in a franchised dealership
Experience in vehicle servicing and previous mechanical knowledge
High attention to detail of customer satisfaction and care management
Strong communication and interpersonal skills
Must have excellent organisational skills and computer literate
Continuous improvement mindset, be self‑motivated and a desire to achieve the highest standards and results
Problem solving and time management skills
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