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Aftersales Field Force Assistant Manager
3 months ago
The Aftersales Field Force is the company's liaison for aftersales operations at the dealer's side. As such, they will support the dealers to operate according to the Nissan guidelines and implement company's programs that enhance customer satisfaction, revenue, and profitability. Additionally, they will analyze and track all benchmark data to provide market insights and recommend actions, such as campaigns, labor price, parts pricing, and market trend. They will also monitor aftersales KPIs and report on performance. This role is an opportunity to join a dynamic and growing company that values its employees and customers. You will enjoy a supportive work environment, and a chance to make a positive impact on the business.
**Main responsibilities**:
- Perform/conduct regular field visits at dealer side, to make sure of smooth aftersales operation (proactive process, appointment process, reception process, service process, delivery process, parts fill rate to W/S & follow up process) & report feedbacks.
- Enhance retention through service outlets, parts sales from service workshops through participating in aftersales dealer service marketing activities, regularly follow up appointment ratio, service reminder activities, etc.
- Increase the penetration of the 1K service through service outlets by implementing the proactive process (service reminder) by follow up monthly sales report & compare it with the actual numbers of 1K customers.
- Analyze QVOC (Quick Voice of Customer) results received from Customer quality department, share results with dealers' service manager, find rout cause and prepare clear action plan to recover the weak attributes and achieve Nissan targets.
- Evaluate all the internal and external surveys according to the business needs and advice suggestions for improvements.
- Implement ASDOS (After Sales Dealer Operation Standard) and GDAP (Global Dealer Assessment Program) evaluation programs for dealers which evaluates all related functions to aftersales daily operation (Management, HR, Environmental issues, Service operations, Service marketing, Parts operations).
- Implement 5S at dealer side to promote workshop organization, ensure adherence to standards and foster the spirit of continuous improvement in order to ensure comfort in dealership for increasing customer satisfaction on other hand to increase employee motivation by clean and tidy workplace.
- Consolidate all performance reports for all service outlets, based on standard format used (monthly operation report, daily traffic, parts sales, F1 reports, proactive sheets) for guidance and improvement.
- NES (Express Service) project window person in preparing infrastructure starting from tools & equipment's, SOP, on job training for technicians and monitoring the performance of the project according to standard sheets.
- Review the bonus scheme that focus dealer's attention on the achievement of the aftersales plans and share any improvement ideas with planning department.
- Review incentive scheme that focuses dealer's attention on the achievement of the aftersales plans and share any improvement ideas with planning department.
- Review the incentive scheme for the aftersales staff inside the dealers and recommend any modifications in coordination with HR and Admin department to improve staff's performance.
- Plan and execute service operation dealer's award program.
- Recommend equipment, tools and SST required for dealer' service centers which will be used for enhancement the daily operation.
- Support in design of new center layout to achieve smooth and efficient workflow and maximize utilization of space.
- Guide dealer in redesign of layout and workflow with the support of dealer aftersales operations team.
- Review dealer's training needs and training plan.
**Qualifications and relevant experience**:
- Bachelors degree in Automotive Engineering or relevant engineering degree.
- 6-8 years of experience in the same field (Automotive background is a must).
**Competencies**:
- Excellent Communication and leadership skills.
- Strong problem-solving techniques.
- Self-motivated Individual with professional behavior who operates under highest standards of ethical conduct.
- Strong presentation skills.
- High MS Office capabilities.
- Fluency in English and Arabic.
- Strong communication, influencing and conflict management skills.
Giza Egypt
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