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Job Summary: This automotive after-sales management role requires deep knowledge of processes, overall operation management, market analysis, use of strategic tools, budget handling, goal-setting, report submission, strategy development, and openness to extra duties.
Key Responsibility
- Possess in-depth knowledge of all aftersales processes, including workshop operations, parts sales, warranty services, and general service activities.
- Responsible for overall management of service operations and administration in accordance with policies and procedures set out by the company, distributors, dealers, and the relevant authorities.
- Ensure the Distributors / Dealers Centre operations are efficient and cost-effective.
- Analyze market potential and identify market trends to make informed business decisions.
- Apply management and strategic tools and methods, such as market analysis, SWOT analysis, budget planning, resource allocation, and goal setting.
- Prepare and manage the annual operating budget for the aftersales department and the annual aftersales budget for the company.
- Establish department objectives aligned with company KPIs.
- Ensure timely submission of all aftersales reports to the company.
- Develop strategies for expansion and process enhancements to drive service excellence and profitability.
- Be open to fulfilling additional duties as requested by management or the company.
Experience
- A minimum of a diploma in Business or equivalent.
- At least 5 years of experience as a Head of Aftersales Manager in the automotive industry.
- A background in mechanical, technical, or engineering fields is preferable.
- Proficiency in Microsoft Office and PowerPoint.
- Initiative, proactivity, and results-driven mindset. Strong problem-solving and analytical skills.
- Strong relationship management and influencing abilities. Effective planning, organization, and problem-solving skills.
- Excellent analytical and decision-making skills.
About the team
The after-sales department of BYD Malaysia is mainly responsible for after-sales service planning and management, including customer service, spare parts, technology, and others of after-sales business policy, technical support, business assessment, and improvement, etc. The work of the after-sales department is aimed at improving customer satisfaction and loyalty, ensuring the quality and reliability of the products or services after sales, handling customer inquiries, complaints, and claims, optimizing after-sales service processes, and improving operational efficiency.
