The Automotive After Sales Manager is responsible for overseeing and managing all after-sales activities, ensuring high levels of customer satisfaction, optimizing after-sales services, and driving profitability. The ideal candidate will have a comprehensive understanding of automotive technology, exceptional managerial skills, and a strong focus on customer service.

Skills

1. Technical Expertise:

• In-depth knowledge of automotive systems and technology.
• Ability to diagnose and resolve complex mechanical and technical issues.
• Familiarity with diagnostic tools and software used in the automotive industry.

1. Customer Service Orientation:

• Strong commitment to delivering exceptional customer service.
• Ability to handle customer complaints and resolve issues effectively.
• Excellent communication skills to interact with customers and explain technical information clearly.

1. Leadership and Management:

• Proven experience in managing and leading a team of technicians, service advisors, and support staff.
• Ability to motivate and develop staff, fostering a positive work environment.
• Strong organizational skills to manage service schedules, parts inventory, and workflow efficiently.

1. Sales and Marketing Acumen:

• Ability to develop and implement after-sales marketing strategies to increase service uptake.
• Proficiency in upselling and cross-selling after-sales services and products.
• Experience in managing customer retention programs and loyalty initiatives.

1. Financial Management:

• Strong understanding of budgeting, cost control, and financial performance metrics.
• Ability to analyze financial reports and implement strategies to improve profitability.
• Experience in pricing strategies for services and parts.

1. Problem-Solving Skills:

• Analytical skills to identify trends, issues, and opportunities in after-sales services.
• Creative approach to solving problems and implementing solutions that enhance service efficiency and customer satisfaction.

1. Communication and Interpersonal Skills:

• Excellent verbal and written communication skills.
• Ability to build and maintain strong relationships with customers, suppliers, and staff.
• Effective negotiation skills to manage supplier contracts and agreements.

1. Knowledge of Industry Standards and Regulations:

• Understanding of health and safety regulations in the automotive industry.
• Familiarity with environmental regulations and best practices in waste management.
• Knowledge of industry standards and certifications relevant to after-sales services.

1. IT and Computer Proficiency:

• Proficient in using automotive service management software and customer relationship management (CRM) systems.
• Ability to leverage technology to streamline processes and improve service delivery.
• Competence in using office software such as MS Office (Word, Excel, Outlook).

1. Project Management:

• Experience in managing projects related to service improvements, facility upgrades, or new service introductions.
• Ability to plan, execute, and monitor projects to ensure timely and successful completion.

Education and Experience:

• Bachelor’s degree in Automotive Engineering, Business Administration, or a related field.
• Minimum of 3-5 years of experience in automotive after-sales management or a similar role.
• Professional certifications related to automotive service and management are a plus.

Work Environment:

• The role is primarily based in an office environment within the service department but requires frequent visits to the workshop and interaction with technicians and customers.
• Occasional travel may be required for training, meetings, or supplier visits.