National Aftersales Manager

Overview

Lead national truck aftersales, driving parts, service, warranty and team performance while boosting customer satisfaction. A leading player entering the Australian market for heavy duty trucks is seeking a National Aftersales Manager to drive aftersales operations to new heights, developing and executing strategies that enhance customer satisfaction, optimise parts and service operations, and foster a collaborative team environment.

If you are passionate about building strong relationships, nurturing teams, and delivering outstanding customer experiences, this position offers a supportive and inclusive environment.

- Play a pivotal role in shaping national aftersales strategy for a respected truck brand, focusing on customer retention, profitability, and business growth through solutions such as extended warranties and telematics services.

- Collaborate with dealers, suppliers and internal stakeholders to deliver best-in-class aftersales service across Australia.

What you'll do:

As National Aftersales Manager, you will oversee the entire aftersales operation on a national level and craft strategies that meet and exceed targets for parts sales and customer loyalty. You will translate market signals into actionable business development initiatives, launch new service offerings or refine existing ones, and work with internal teams and external partners to ensure seamless supply chain operations and competitive pricing. A key remit is nurturing relationships with authorised service dealers, rolling out standardised processes, conducting quality audits, and providing essential training. Your technical acumen will be evident in establishing robust support systems for complex fault resolution and overseeing warranty management processes to drive continuous improvement. Your success will be measured by elevated customer satisfaction scores and contributing to the company’s reputation as an industry leader.

- Develop and execute comprehensive national aftersales market strategies to achieve targets for parts sales, customer retention and profitability.

- Analyse market trends, monitor competitor activities, and assess customer needs to identify growth opportunities including extended warranties, fleet management services, and telematics offerings.

- Own annual budget preparation for the aftersales department, oversee financial forecasting, and monitor performance against objectives.

- Lead planning, procurement and logistics management of national parts inventory to balance availability with cost control.

- Manage supply chain relationships with international headquarters and local suppliers to ensure seamless parts provision.

- Design competitive pricing strategies for parts and run promotional activities that drive sales while maintaining value for customers.

- Develop, evaluate and manage the national network of authorised service dealers by implementing standardised service processes, repair techniques and warranty policies.

- Conduct regular audits and deliver targeted training for dealer teams to uphold brand standards in service quality nationwide.

- Establish an efficient technical support system that guides dealers in resolving complex vehicle faults promptly.

- Oversee the national warranty process, ensuring accuracy in claim handling and analysing data to inform product quality improvements.

What you bring:

Extensive experience from senior roles within commercial vehicle aftersales, ideally involving trucks or heavy-duty vehicles. Demonstrated strategic planning and success in launching new business lines or enhancing existing ones based on market analysis. Proven ability to manage complex supply chains across domestic and overseas partners, ensuring high parts availability with cost control. Skills in pricing design and promotional tactics that resonate with customers, and experience developing dealer networks with regular audits and bespoke training. Technical know-how to create responsive support frameworks for dealer technicians and oversight of warranty processes marked by attention to detail and data-driven product improvements. Strong interpersonal abilities to foster collaboration and build lasting partnerships, underpinned by inclusivity and shared success.

- Demonstrated experience in managing aftersales operations within the commercial vehicle sector, focusing on trucks or heavy vehicles.

- Proven track record in strategic planning, including initiatives such as extended warranties or telematics-based services for large fleets.

- Strong analytical skills to interpret market trends, competition, and customer feedback to identify growth opportunities.

- Understanding of parts inventory management, procurement logistics, and supplier relationship management at local and international levels.

- Expertise in designing pricing models for parts and running promotional campaigns that boost sales without compromising value.

- Experience developing service networks, onboarding authorised dealers, and implementing standardised repair techniques and warranty policies across multiple sites.

- Ability to audit dealer operations and deliver training programs to raise service quality nationwide.

- Technical proficiency in establishing support systems for complex fault diagnostics.

- Knowledge of warranty claim processes and data analysis to drive product quality improvements.

- Strong interpersonal skills to build trust with internal teams and external partners while fostering an inclusive culture.

What sets this company apart:

This organisation stands out as a fast-growing name in commercial vehicles, supported by a commitment to quality products and exceptional aftersales care.

What's next:

If you are ready to advance your career in aftersales management within Australia’s truck industry, apply today by clicking the link provided. Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply please click apply or contact Wouter De Vries for a confidential discussion.

About the job

- Contract Type: Permanent

- Focus: Account Management

- Salary: AUD160,000 - AUD210,000 per annum + super & bonus

- Workplace Type: On-site

- Experience Level: Senior Management

- Location: Dandenong

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