Aftersales Manager
2 weeks ago
Position Summary:
The Aftersales Manager is responsible for overseeing the performance, profitability and customer satisfaction of aftersales operations at the dealership level – Toyota Bucuresti Nord. This includes managing service, parts and customer relations departments to ensure operational excellence, compliance with OEM (Original Equipment Manufacturer) standards and achievement of business targets.
The role focuses on driving service revenue, improving customer retention, ensuring parts availability, and maintaining high standards of technical and service quality.
Key Responsibilities:
Operational Management
- Manage daily operations of the service, parts, and body shop departments to ensure efficiency and profitability.
- Develop and implement processes to improve workshop productivity, turnaround time, and first-time fix rates.
- Monitor and control key performance indicators (KPIs) such as service absorption rate, technician efficiency, and parts turnover.
- Ensure compliance with manufacturer and company policies, standards, and audit requirements.
Customer Experience
- Lead initiatives to enhance customer satisfaction and retention through timely, high-quality service delivery.
- Handle escalated customer issues and ensure quick resolution in line with brand and company values.
- Implement customer follow-up programs, loyalty campaigns, and service reminders.
Business Development & Revenue Growth
- Drive aftersales marketing initiatives to increase workshop traffic and parts sales.
- Identify opportunities for upselling, accessory sales, and extended warranties.
- Monitor financial performance and develop action plans to achieve service and parts targets.
Parts & Warranty Management
- Ensure optimal inventory levels to meet service demand while minimizing obsolescence.
- Oversee warranty claim submissions and ensure timely settlement with the manufacturer.
- Maintain accurate records for audit and reporting purposes.
Team Leadership & Development
- Lead, coach and motivate the team.
- Conduct regular training and performance reviews to maintain high technical and customer service standards.
- Foster a culture of continuous improvement, teamwork, and accountability.
Reporting & Analysis
- Prepare and present regular reports on departmental performance, profitability, and CSI (Customer Satisfaction Index).
- Analyze market trends and competitor activities to identify areas for improvement and growth.
Qualifications & Experience:
- Bachelor's degree in Mechanical or Automotive Engineering, Business Administration, or related field.
- 7–10 years of experience in automotive aftersales, with at least 3 years in a managerial or dealer-facing role.
- Strong understanding of service operations, parts management, and customer relationship management.
- Experience working with OEM standards, dealer management systems (DMS), and KPI reporting tools.
Skills & Competencies:
- Strong analytical and financial acumen.
- Customer-centric mindset with excellent communication and problem-solving skills.
- Excellent leadership and people management skills.
- Proficiency in MS Office and automotive DMS platforms.
- Ability to work under pressure and drive results in a fast-paced environment.
