Aftersales manager
Nurney
To provide leadership, management and co-ordination for all the aftersales activity with Reesink IRE Ltd including parts, training, retail servicing and customer support functions. To develop initiatives and consistent team performance that will deliver the highest standards of customer support and services. To enhance sales of parts and service within the territory, and promote and grow the market share of parts and service within the territory.
The role
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To maintain a high degree of customer service across the aftersales operations – ensuring that we have ownership of customer problems
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Primary contact for all servicing enquiries; booking technician visits to sites or arranging for collection of machinery back to site for technical support.
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Primary contact for all parts enquiries, assisting customers with parts identification and processing parts orders.
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Manage and lead the mobile service team and internal technicians. Taking daily control of diary activity to ensure customer needs are met.
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Develop future retail parts & service strategy, growth and service levels
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Manage local inventory levels and purchasing activity to achieve first class customer service and fill rates from efficient stock levels and emergency order responses.
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Run parts promotion and local roll out of parts marketing programs and initiatives.
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Responsibility for driving Reesink IRE Ltd to achieve “GOLD” standards on the KPI Scorecard’s
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Manage and monitor pricing policies on parts and service and competiveness in the market. Understanding market needs and drivers and responding with initiatives or programmes where necessary
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Liaise with the General Manager on action plans, reporting, departmental budgets and future business and department strategy
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Liaise with the General Manager and Marketing Manager in the preparation and delivery of media and marketing activity for aftersales programmes, including parts activity and developments, and brand awareness and promotion
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Follow up on product installations from aftersales perspective
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To plan and conduct regular visits to customers to promote parts and service
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Actively push and promote service contracts to customers within the territory
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To attend product and technical training events related to technical service and personal development training, as required
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Key holder responsibility for site security
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Adhere to Reesink Ire. Limited policy and procedures
The person
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Excellent communication, both written and verbal
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Good organisation and administrative skills.
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Technical knowledge of engines, hydraulics and electrics.
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Confident, articulate, and professional speaking abilities
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Strong analytical and problem-solving skills.
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Flexible and adaptable to changing environment with the ability to be proactive and strategic in thinking and reasoning
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Strong knowledge of Microsoft Office
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Ability to multi-task
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Team Player
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Solution driven
Job core competencies
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Customer orientation
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Collaboration
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Innovation
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Integrity
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Problem solving skills
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Result orientation
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Expertise
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Collaboration