Estella Group Limited
Hgv Aftersales Manager
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Position Title: Aftersales Manager
Location: Flexible between Airdrie/Grantham/Luton/Haydock areas
Department: Aftersales / Customer Service
Reports To: Head of Service (UK)
Position Overview
The Aftersales Manager is responsible for overseeing and managing all aftersales activities, ensuring high levels of customer satisfaction and loyalty. This includes managing service operations, warranty support, parts management, and customer & supplier relationships. The role requires strong leadership, excellent communication skills, and a commitment to delivering exceptional service to customers.
Key Responsibilities
Aftersales Operations Management
- Lead and manage the aftersales department, ensuring efficient operations in service, parts, and warranty services.
- Develop and implement strategies to improve aftersales service and customer satisfaction.
- Monitor and analyse aftersales performance metrics to identify areas for improvement and drive results.
Customer & Supplier Relationship Management
- Ensure effective communication and customer support during the post-sale process.
- Resolve customer complaints and service issues promptly and professionally.
- Monitor customer feedback to ensure a high level of satisfaction and implement corrective actions when necessary.
- Develop and maintain strong relationships with customers and suppliers to increase loyalty and repeat business.
- Ensure supplier support is kept to a high level both financial and service repair quality/time.
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Parts and Inventory Management
- Work with on-site suppliers overseeing the inventory management of parts, ensuring sufficient stock levels for service operations.
- Collaborate with suppliers and vendors to ensure timely delivery, good quality of parts at value-driven rates.
Warranty and Service Programs
- Oversee the warranty processes, ensuring adherence to company policies and industry standards.
- Manage warranty claims and ensure that customers’ issues are resolved in a timely manner.
- Collaborate with the sales team to promote extended warranty and service plans to customers.
Reporting and Analysis
- Prepare regular reports on aftersales activities, customer satisfaction, service performance, and financial outcomes.
- Analyse trends and customer behaviour to identify opportunities for upselling services and parts.
- Track key performance indicators (KPIs) and report progress to senior management.
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Budget Management
- Manage the aftersales budget, ensuring that expenses are in line with company objectives and profitability goals.
- Identify opportunities for cost-saving measures without compromising on service quality.
Key Requirements
Skills
- Strong leadership and team management abilities.
- Excellent communication, negotiation, and interpersonal skills.
- In-depth knowledge of aftersales processes, warranty management, and parts operations.
- Ability to analyse data and implement improvements based on insights.
- Proficient in MS Office and aftersales management software (e.g., ERP systems, CRM software).
- Strong problem-solving and conflict resolution skills.
Personal Attributes
- Customer-focused with a commitment to providing excellent service.
- Detail-oriented and organized with strong multitasking abilities.
- Adaptable and able to manage multiple priorities in a fast-paced environment.
- Strong work ethic and leadership qualities.
Candidate must be willing to travel throughout the UK with occasional nights away
Company car allowance
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