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After Sales Director

2 months ago

Skudai, Malaysia Eon Auto Mart Sdn Bhd Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as the After Sales Head at Eon Auto Mart Sdn Bhd. As a key member of our management team, you will be responsible for leading our after-sales service operations and ensuring that our customers receive exceptional service.

Key Responsibilities
  • Develop and Execute Service Plans

Develop and execute comprehensive service plans to drive business growth, increase customer satisfaction, and improve operational efficiency.

Market Research and Analysis

Conduct market research and analysis to identify opportunities for growth and improvement in our after-sales service operations.

Sales and Revenue Growth

Responsible for the sale of service labor, parts, lubricants, accessories, and ensuring business targets and profitability are achieved.

Branch Operations Management

Manage branch operating costs and increase sales revenues to ensure service and collision repair overall monthly AMP target is achieved.

Staff Motivation and Performance

Monitor/manage branch daily, weekly, monthly, and yearly service operations, ensuring increased staff motivation, work performance, productivity, efficiency, throughput, and profitability while providing innovative ideas and solutions for current and future business growth.

Housekeeping and Administration

Supervise/implement daily excellent housekeeping of the building, administration office, reception, workshop, stores, and entire compound of the service center.

Training and Development

Conduct necessary in-house training programs, ensuring all staff understand the contents/context of all SOP(s) provided.

Principal Liaison

Liaise/cooperate with principal (MMM), ensuring all staff understand and follow all processes set by the principal and pass the monthly evaluation performed by the principal (MSES).

Reporting and Documentation

Conduct morning/evening briefings daily and monthly operations meetings together with service, parts, security, and sales personnel to further improve branch procedures, processes, communication, work quality, and profitability.

Warranty and Customer Care

Responsible for timely business reports/documents submission and implement a proper filing system for easy reference and timely submission.

Customer Complaints and Feedback

Administer warranty claim and free service coupon process, submission in accordance with technical & warranty SOP and provide necessary assistance to all reporting dealers on any similar issues.

Customer Satisfaction

Initiate/supervise/follow-up ensuring customer care activities are performed consistently by all staff. Handle, resolve/analyze customer complaints, comeback/carry over jobs, and strive for continuous improvement in branch customer satisfaction index.

Brand Image and Reputation

Build a good image of Eon Auto Mart and build an excellent rapport with internal/external customers.

Requirements
  1. Bachelor's Degree

Bachelor's Degree in Business Administration/Automotive Engineering/Marketing or a related field.

Industry Experience

Relevant Industry Experience: Typically 3-5 years of experience in the automotive industry, with a strong background in after-sales, customer service, or service operations.

Management Experience

Management Experience: At least 3-5 years in a managerial role overseeing teams and departments, with a proven track record of leadership and strategic planning.

Customer Service Expertise

Customer Service Expertise: Demonstrated experience in managing and improving after-sales service operations, including customer service, warranty, and repair processes.