Aftersales Manager

Aftersales Manager

We are working exclusively with a European leading organisation on the lookout for an Aftersales Manager to join their team in Warwick. This is an incredible opportunity to join a great company within a fantastic team.

This Aftersales Manager position sits on the management team and is crucial in managing the aftersales experience for customers. Our client wants their Aftersales service to be industry leading, and the Aftersales Manager will be responsible for defining the strategy and delivering a team that are able to achieve this.

Day to day responsibilities include ensuring the effective management of third-party providers and in-house engineering expertise to quickly respond to customer issues in a professional manner. Identifying key issues through data analysis and quickly escalating any aftersales issue that may have health, safety, reputational, legal, or financial implications.

Key duties involve managing the external Service Engineers, internal technical team and third-party providers to meet service levels for all customers. The role also focuses on leading continuous improvement, implementing best practices within Commercial Services, enhancing the customer journey, providing technical expertise and supporting the Customer Care team during peak times.

KEY RESPONSIBILITIES:

Leadership and Team Management:

• Undertake all aspects of leadership with a view to creating an informed, engaged, high performing team that delivers excellent customer service and strives for continuous improvement
• Create and execute a comprehensive Aftersales strategy for the UK business. This will require extensive industry research and engagement with Group to identify best practice, review and optimise systems and engage in discussions with colleagues and customers to define best strategy
• Work with the Aftersales team leader and the Senior Service Engineer to ensure that the team are providing first class service in line with KPI’s and general expectations
• Conduct team meetings to update members on best practices, continuing expectations, sharing results and track performance
• Encourage the team to take ownership for customer service levels
• Create and monitor the performance of personal objectives, conducting regular reviews and formal 1-2-1 meetings as required

Customer Insights and Process Improvement:

• Develop reporting to understand customer behaviour and needs
• Develop and implement strategies to deal with key customer groups appropriately. Ensure that customer experiences are tailored to fit their circumstances and are not applying a 'one size fits all’ policy
• Identify patterns and propose solutions to enhance customer experience, minimise repeated calls and create a more customer centric environment
• Collaborate with the Quality Manager, sharing insights and improving the customer experience
• Visit sites as may be occasionally required, and in conjunction and collaboration with the Quality Manager to support problem investigation root cause and resolution.
• Develop reporting to understand and showcase customer behaviour and requirements. Drive change by identifying patterns and suggesting solutions that could help customers sharing information with appropriate stakeholders.
• Drive process improvement within the engineer population in order to increase the average jobs per day ratio to its maximum capacity that balances team welfare whilst being commercially astute. Review work areas, systems provided such as Imam, text messaging, automated appointment bookings etc to assess viability and implement if suitable.

Third-Party Resource Management:

• Manage third-party relationships, setting clear SLAs and monitoring performance as required through clearly defined reporting and use of KPIs
• Assess resource needs and onboard new partners as and when required
• Diversify third-party reliance and ensure contractual compliance
• Manage company risk in relation to reliance on and provision of support offered by Third-Party companies. Ensure SLA’s, stocking requirements, new terms and contracts are all in place before commencing service.
• Meet with all major third-party service providers at least once per year face to face or as appropriate and agreed
• Manage escalated issues in conjunction with the Quality Manager
• Report monthly on Aftersales KPI’s to cover the Support function, the Engineers and the Third Party Engineers, identifying key issues and corrective actions
• Attend the Quality Review Meetings to discuss on-going issues, roadblocks, action plans, commercial issue resolution, potential financial exposure
• Lead Continuous Improvement and implement best practice.
• Create an internal network of Aftersales colleagues from other organisations

KEY SKILLS

• Solid and demonstrable experience managing a team
• High level of SAP knowledge
• Experience using data to drive process changes
• Demonstrable experience of delivering strategic change
• Good standard of general education
• Excellent PC skills - in particular MS Windows applications (Excel/Word and PowerPoint)
• Personal motivation - Commits self to work hard towards goals. Shows enthusiasm and career commitment

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.