Country Aftersales Manager

Country Aftersales Manager

Job Description

In your role as the Country Aftersales Manager you will serve as the primary contact for dealers’ aftersales inquiries and provide expert remote and on-site support for retail business. You will deliver best-in-class service line customers experience, technical and warranty support as well as assistance to the AMEO’s dealer network, to identify areas of opportunity to improve existing and develop new revenue streams, enhance service quality and reception processes to achieve the highest level of customer satisfaction!

The responsibilities for this position include:

• Consult with dealers to ensure financial health by improving profitability
• Integrate Dealer’s Service and Parts departments streamlining both overall operation and performance
• Provide market intelligence, opportunities or risks seen in the market and analyzing market potential that paves way to setting up annual dealer business plan
• Communicate monthly dealer specific retail Customer Pay parts sales out objectives, and continuously track performance.
• Manage successfully assigned budgets as specified by supervisor
• Act as first point of contact for Technical and warranty related queries raised by Local Consumer Protection Departments or Ministries and work with dealers to maintain cordial relationships with the various authorities especially on critical customer cases registered with them
• Provide technical support and solutions to dealers on technical issues including on-site Technical assistance & coach dealers on usage of proper strategy-based diagnosis (SBD) to achieve high Fix- It –Right-First-Time
• Ensure dealer’s warranty administration processes and performance indicators meet/exceed the set regional standards including conducting monthly warranty review of dealerships and eliminate warranty waste thereby achieving Warranty KPI’s
• Ensure workshop and reception have trained staff to perform quality service through dealer’s compliance to minimum training standards and service certification
• Manage customer support initiatives including Tire assistance programs, courtesy vehicles, Trade- in Assists/buybacks, loyalty certificates etc., as well as assist dealers to resolve escalated & high- profile customer complaints related to service including working with dealers on action plan to avoid reoccurrence
• Drive dealers to ensure optimal level of technical and warranty service is available to large fleet customers to enhance Fleet ownership experience

Additional Job Description

Knowledge and Experience

• Min 3-5 years professional experience in the automotive industry
• Customer care/experience management
• In depth knowledge of automotive technology, engineering principles as well as expertise in vehicle servicing practices/methods & standards
• Strong Knowledge of dealer business management
• Bodyshop Management Experience
• Service Management Experience
• Retail Parts Management Experience
• Financial After Sales Business Acumen
• Experience in handling customers including managing complaints

Skills

• Excellent written and oral skills in English
• Communication skills
• Excellent computer skills in MS Office, particularly in MS Excel and PowerPoint
• Arabic Language Proficiency is a plus
• Excellent analytical skills to be able to interpret data
• Good presentation skills
• Ability to travel extensively throughout region

Competencies

• Problem Solving
• Relationship Building
• Creativity
• Dealing with ambiguity
• Customer Focus
• Business acumen
• Functional/Technical Skills
• Decision Quality
• Managerial Courage
• Organizational Agility
• Negotiation Skills

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers.   We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statement

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual’s age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities (in GM facilities that provide disability access). If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected]. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.