General Manager After Sales

GM After Sales will be responsible for maximizing customer retention and profitability after a sales by overseeing service, handling complaints, and fostering customer loyalty. Key duties include managing a Team, analyzing performance metrics, improving process, and collaborating with other departments to ensure customer satisfaction and meet company objectives. They also handle budgets, warranties, and training for their team.

Role & responsibilities

• Customer relations

  : Handle escalated customer complaints, manage warranty claims to ensure high customer satisfaction.

• Team Management

  : Lead, hire, train, and evaluate the after-sales team, include service advisors and technicians.

• Operating management

  : Oversee daily operations for service, parts and warranty departments to ensure efficiency and compliance with company and manufacturer standards.

• Performance analysis

  : Monitor and analyze key performance indicators (KPIs) and service metrics to identify areas for improvement.

• Sales and Profits

  : Maximize profitability by selling value-added products and services like extended warranties and service plans, and by ensuring efficient workshop productivity.

• Strategy and Improvements

  : Develop and implement after sales strategies, identify opportunities for process improvement, and provide feedback to other departments (like product development and marketing) based on customer insights and market trends.

• Budget management

  : Develop and manage the after-sales departments budget, expenses, and resource allocations.

Preferred candidate profile

• Excellent customer service and communication skills.
• Strong leadership and team-building abilities.
• Analytical skills to interpret data and identify trends.
• Problem-solving skills to handle complex customer issues.
• Experience with managing budgets and operational efficiency.