After Sales Head

Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

• Develop and execute marketing plans and programs, both short and long term, ensure profitability growth and expansion of company products and / or services.
• Conduct research, analyze, and monitor market opportunities potentially can be capitalized
• Responsible for the sale of service labor, parts, lubricants, accessories and ensuring business targets and profitability achieved.
• Manage branch operating cost and increased sales revenues to ensure service and collision repair overall monthly AMP target is achieved.
• Monitor/ manage branch daily, weekly, monthly and yearly service operation, ensuring the increased of staff’s motivation, work performance, productivity, efficiency, throughput and profitability hence providing innovative ideas and solutions for current and future business growth.
• Supervise / implement daily excellent housekeeping of building, administration office, reception, workshop, stores and entire compound of service center.
• Conduct necessary in-house training programs, ensure all staffs understands contents / context of all SOP(s) provided.
• Liaise/ cooperate with principal (MMM), ensure all staffs understand and follow all process set by principal and pass the monthly evaluation performed by principal (MSES)
• Conduct morning / evening briefing daily and monthly operations meeting together with service, parts, security and sales personnel to further improve branch procedures, process, communication, work quality and profitability.
• Responsible for timely business reports / documents submission and implement proper filing system for easy reference and timely submission.
• 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.
• Initiate / supervise / follow-up ensuring customer care activities are performed consistently by all staff. To handle, resolve / analyze customer complaints, comeback / carry over jobs and strive for continuous improvement in branch customer satisfaction index.
• Build good image of EON Auto Mart and builds an excellent rapport with internal / external customers.

Qualifications

1. Bachelor’s Degree in Business Administration/ Automotive Engineering/ Marketing or a related field.
2. 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.
3. 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.
4. Customer Service Expertise: Demonstrated experience in managing and improving after-sales service operations, including customer service, warranty, and repair processes.