Job Description
Job Summary
Lead and manage regional dealer aftersales operations in accordance with company policies and standards
Monitor dealer performance including service KPIs, manpower capability, and operational effectiveness
Ensure dealers implement aftersales processes and standards properly
Monitor dealer performance including service KPIs, manpower capability, and operational effectiveness
Ensure dealers implement aftersales processes and standards properly
Job Responsibilities
Aftersales Network Management
- Lead and manage regional dealer aftersales operations in accordance with company policies and standards
- Monitor dealer performance including service KPIs, manpower capability, and operational effectiveness
- Ensure dealers implement aftersales processes and standards properly
Technical & Operational Support
- Provide guidance and support to dealers in resolving technical issues and service complaints
- Coordinate with internal departments (Quality, Spare Parts, Customer Handling, Network) to resolve product or service issues
- Ensure proper implementation of technical guidelines and service procedures across dealers
Dealer Capability Development
- Evaluate dealer capability in facilities, manpower, and operational readiness
- Lead continuous improvement initiatives including training programs and operational enhancement
- Support preparation and readiness for new dealer openings
Customer Experience Management
- Monitor and support dealer handling of customer complaints to ensure timely resolution
- Improve dealer service quality and customer satisfaction levels
Spare Parts & System Monitoring
- Ensure spare parts availability and operational efficiency at dealer level
- Monitor the utilization of aftersales systems such as DMS, EPC, and TIS
Reporting & Business Analysis
- Prepare regular reports and analysis related to dealer aftersales performance
- Provide insights and recommendations to management to improve aftersales operations
Aftersales Programs & Campaigns
- Lead the implementation of aftersales programs and service campaigns across dealer networks
- Collaborate with marketing and network teams to support service promotion activities
Job Requirements
- Bachelor’s degree in Engineering, Business Administration, Marketing, or related fields
- Minimum 5 years of experience in automotive aftersales operations or dealer network management
- Strong knowledge of dealer aftersales operations, service processes, and warranty systems
- Good technical understanding of automotive service operations
- Strong leadership and stakeholder management skills
- Excellent problem-solving, analytical, and communication skills
- Experience working with dealer networks is highly preferred
- Willing to travel frequently for dealer visits
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