Job title: After Sales Director
Job type: Permanent
Emp type: Full-time
Salary type: Annual
Salary: Negotiable
Location: Kuala Lumpur, Malaysia
Job published: 24-05-2024
Job ID: 32501

Job Description

For our client, a premium car manufacturer from China, we are searching for an Aftersales Director in Kuala Lumpur, Malaysia.

The Aftersales Director plays a critical role in ensuring customer loyalty, driving revenue growth, and maintaining brand reputation in the competitive automotive market. This position requires strong leadership, strategic thinking, and a relentless focus on delivering exceptional aftersales experiences.

Key Responsibilities:

Strategic Planning:

  • Develop and implement comprehensive aftersales strategies aligned with company objectives.
  • Analyze market trends, customer feedback, and competitor activities to identify opportunities for improvement.
  • Set clear goals and KPIs for aftersales operations and monitor performance against targets.

Operational Management:

  • Oversee the day-to-day operations of aftersales departments, including service centers, parts distribution, warranty services, and customer support.
  • Ensure efficient workflow and resource allocation to meet service level agreements and customer expectations.
  • Establish and maintain effective processes for inventory management, parts ordering, and service scheduling.

Team Leadership:

  • Provide leadership, guidance, and support to aftersales staff, including service advisors, technicians, and customer service representatives.
  • Foster a culture of excellence, teamwork, and continuous improvement within the aftersales organization.
  • Conduct regular performance evaluations, training programs, and career development initiatives for team members.

Customer Satisfaction:

  • Maintain a customer-centric approach by ensuring prompt resolution of issues, addressing customer complaints, and implementing feedback mechanisms.
  • Implement quality assurance programs to uphold service standards and ensure consistency across all aftersales touchpoints.
  • Monitor customer satisfaction metrics and take proactive measures to enhance the overall service experience.

Compliance and Regulatory Affairs:

  • Ensure compliance with all relevant industry regulations, safety standards, and manufacturer requirements.
  • Stay abreast of legislative changes, industry best practices, and emerging technologies affecting aftersales operations.
  • Collaborate with legal and regulatory teams to address any compliance issues and mitigate risks.

Qualifications and Skills:

  • Bachelor’s degree in Business Administration, Automotive Engineering, or a related field.
  • Minimum of 8 years of proven experience in aftersales management within the automotive industry, with a track record of success in driving operational excellence and customer satisfaction.
  • Strong leadership skills with the ability to motivate teams, foster collaboration, and drive performance.
  • Excellent communication and interpersonal abilities, with a customer-centric mindset.
  • Strategic thinker with the ability to analyze data, identify trends, and develop actionable insights.
  • Familiarity with automotive technologies, dealership operations, and industry-specific software systems.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing business needs.
  • Strong communication and coordination skills, planning and execution capabilities, and relationship establishment and maintenance skills.
  • Strong ability to withstand pressure; proactive, innovative, and willing to take risks.
  • Language requirement: English as a working language.
  • Flexibility to travel throughout the region.

Salary: Negotiable