General Manager (After Sales)

General Manager After Sales

Key Responsibilities:

Customer Relationship Management

• Handle escalated customer complaints and ensure quick and effective resolution.
• Oversee warranty administration and claims processing to maintain high customer satisfaction levels.

Team Leadership & Development

• Lead, hire, train, and evaluate the after-sales team including service advisors and technicians.
• Develop a culture of performance excellence and customer-centricity.
• Conduct regular training programs to enhance technical and soft skills.

Operations Management

• Oversee daily operations of the service, parts, and warranty departments.
• Ensure adherence to company policies, quality standards, and OEM guidelines.
• Drive efficiency in workshop operations and optimize turnaround time.

Performance & Reporting

• Monitor and analyze key performance indicators (KPIs) such as:
• Customer Satisfaction Index (CSI)
• Workshop productivity
• Repeat service rate
• Warranty cost control
• Identify operational gaps and implement corrective actions.

Revenue & Profitability

• Increase revenue through:
• Extended warranties
• Service packages
• Value-added services
• Ensure cost optimization and profitability across after-sales operations.

Strategy & Process Improvement

• Develop and deploy after-sales strategies aligned with company goals.
• Identify improvement opportunities based on customer feedback and market trends.
• Work closely with Sales, Product, and Marketing teams to improve customer experience and retention.

Budget Management

• Prepare and manage budgets for after-sales operations.
• Track expenses and ensure effective cost control.
• Align resource allocation with business needs.
  

Preferred Candidate Profile:

• Proven experience in after-sales operations, preferably from the automotive or manufacturing sector.
• Strong customer relationship management skills.
• Demonstrated leadership and people management capabilities.
• Ability to analyze data and implement performance improvements.
• Strong problem-solving and decision-making skills.
• Experience handling budgets and operational planning.