Job Title: Aftermarket Director
Location: Home based with expectation to work from Sherburn 2-3 days a week subject to needs.
Reporting To: CEO
You will provide direction and manage a substantial aftersales, part sales/customer service and Field Service team across the UK and our Export countries via our dealers and our embedded staff, delivering a best in class Aftermarket function. You will take an active part in the Senior Leadership Team and the Aftermarket management team, prioritising and implementing the organisational development strategy.
You will lead the function and develop a strategic approach to customer care promoting innovation, efficiency and customer focus in service delivery. You will evaluate, investigate and agree solutions to customer concerns (promoting actions to avoid reoccurrence), settle customer claims and lead on the planning, formulating and development of Aftermarket and Customer Service policies and procedures.
DUTIES AND RESPONSIBILITIES
With full Profit and Loss accountability, the job holder is responsible for developing an aftersales, parts sales, field service strategy that is in line with the annual forecasted budget. This will include the delivery of cost reduction initiatives, the improvement of services activities, workforce planning, and to maximise commercial opportunities.
To put plans and activities in place to increase the revenue in all 3 Service Centres and to enable them to become their own profit centre.
Develop and implement an annual business plan for the aftersales and customer services department; set and review key performance indicators working towards monthly, quarterly and annual targets; and apply risk management methodology and techniques to mitigate any exposure.
Responsible for leading and delivering programs of transformation and business improvement initiatives including people; cultural change; continuous improvement in service delivery and improve customer services.
Create and build on, positive and intimate relationships with customers, suppliers and clients establishing trust and credibility. Drive customer satisfaction to the highest degree which will involve proactively identify strategic, added value services for customers and help to grow the customer base from an after sales and service perspective.
Responsible for leading and managing effective service delivery and ensure that customer problems and complaints are solved quickly and efficiently. Develop programs to attain maximum customer satisfaction and review.
Make sure follow-ups on customers for contract renewals are made.
Manage and monitor the warranty spend and instigate supplier engagement relating to component failure and finding resolution to implement in the aftermarket.
Manage high performance through people, providing mentoring and coaching to members of the team, ensuring that clear goals and objectives are set and monitored.
Ensure that the appropriate Quality systems and processes are documented and followed to meet the ISO9001 standard
Carry out general managerial responsibilities which includes taking the lead on People Development policies and procedures, and HS&E across all areas to promote a safe working environment.
ESSENTIAL / DESIRABLE REQUIREMENTS INCLUDING QUALIFICATIONS
3+ years senior management experience as a Fleet Manager/Engineering Director or in an automotive Service/After Sales Manager role.
Knowledge of business process reengineering, project, programme and change management methodologies and their application.
Commercial and budgetary acumen.
Effective oral and written communication skills including report writing.
A dynamic person who knows how to create credible solutions for a highly demanding customer base.
Intuitive, energetic and charismatic, you will be forward thinking, the type to create opportunities and will have a passion for creating customer excellence.
Customer care focused.
The drive and leadership skills to push the department forward, implementing new ideas along the way.
Formal management qualification
Excellent computer skills and proficiency in MS Office applications.
Strategic orientation and change leadership
Collaboration and team building
Results orientation and decision making
Interpersonal, analytical, organisation and problem-solving skills.
Quality orientation and setting standards
Strong presentation and communication skills (written and verbal)
Coaching and Mentoring