Aftersales Manager

We are looking for an experienced Aftersales Manager for our client in Worthing. The right person will have excellent leadership skills as well as a detailed understanding of the day-to-day running of service and parts departments.

MAIN PURPOSE OF JOB: To ensure the efficient and profitable operation of the service department by establishing and agreeing with dealership management, and meeting objectives that cover the aftersales department's operating policies and standards to achieve both high levels of customer satisfaction and profitability. To control resources at a level commensurate with profit requirements and enhanced customer relations. To maximise departmental profitability through the sale of labour, parts and associated products to franchise and non-franchise customers.

MAIN JOB FUNCTIONS:

• To establish the levels of staff required to achieve the established budgets.
• Interview, select, and hire in accordance with company recruitment procedures.
• Train aftersales department staff in conjunction with the General Manager.
• Select and appoint apprentices in conjunction with training departments.
• Ensure that training standards are fully maintained so that future manpower requirements are covered.
• In consultation with training personnel, establish training needs, plan programme and maintain records of training.
• Ensure up-to-date and accurate documentation to allow grant redemption.
• Establish training programme to update technical staff.
• Establish and administer 'in dealership training' policies as required to provide the recommended standards of service.
• Operate staff performance appraisal systems in accordance with company procedures and ensure action taken on results.

Administration:

• Ensure all clerical functions within the service department are carried out in accordance with policies (warranty claims, customer follow-up, workshop loading, estimating, invoicing, daily operating controls).
• Review with Franchise Manager all departmental activities and reporting systems.
• Establish adequate safety and security procedures to protect property and company personnel.
• Check all workshop equipment for condition and accuracy of diagnosis.
• Administer warranty policy in the best interests of dealership, manufacturer and customer.
• Ensure adequate maintenance of the aftersales department.
• Ensure adequate maintenance of tools, equipment and other materials in the aftersales department.
• Ensure accuracy of all details held on DMS for both customer and staff.

Communications:

• Maintain effective liaison with all other departmental managers.
• Advise Franchise Manager on all aftersales related developments.
• Maintain direct liaison with manufacturers, suppliers, statutory representatives and all other contacts.
• Advise as required on mechanical and diagnostic problems.
• Implement new vehicle preparation and used vehicle reconditioning according to company policy.
• Provide vehicle appraisal as required by the Sales Manager.

Marketing:

• Draw up and initiate aftersales marketing plans.
• Instigate and operate advertising and promotional activities.
• In collaboration with Sales Department, establish system and method of ensuring all vehicle buyers/owners are introduced to service department and key personnel.
• Maintain record of customer complaints and/or congratulations for use and action as required.
• Ensure accurate recording of all data including next service and MOT date, customer details including name/address/all phone numbers/email address.

Finance:

• Review all pricing policies, labour rates, fleet discounts, parts pricing and all other company policies.
• Monitor workshop productive performance daily, by total and individual technician/mechanic.
• Monitor service department financial performance weekly.
• Monitor all warranty claim submissions and requisite credits and take action as required.

Quality Control:

• To ensure that all company quality control mechanisms are followed and take remedial action if appropriate.
• To ensure all MOTs are carefully completed and comply with VOSA regulations.

Customer Care:

• To ensure a customer focused approach from all staff and also ensure that customer feedback is utilised to improve customer care.
• Monitor and report to Franchise Manager First-Time Fix rates weekly.

If you feel that you have the relevant skills and experience apply and we will be in contact very soon.