National Aftersales Manager

3 days ago

Hallam, Victoria, Australia FAW Trucks Australia Pty Ltd Full time $120,000 - $150,000 per year

1. Strategic Planning & Business Development:

  • Develop and execute the national aftersales market strategy to achieve targets for parts sales, customer retention, and profitability.
  • Analyze market trends, competitor activities, and customer needs to identify new business growth opportunities (e.g., extended warranties, fleet management services, telematics services).
  • Be responsible for the annual budget preparation, financial forecasting, and performance monitoring for the aftersales department.

2. Parts & Accessories Management:

  • Lead the planning, procurement, and logistics management of the national parts inventory, optimizing stock levels to ensure high parts availability while controlling costs.
  • Manage parts supply chain relationships with the headquarters (China) and local suppliers.
  • Develop competitive parts pricing strategies and promotional activities.

3. Service Network Development & Management:

  • Develop, evaluate, and manage the national network of authorized service dealers.
  • Develop and implement standardized service processes, repair techniques, and warranty policies for dealer service teams.
  • Conduct regular audits and training for dealers to ensure their service quality meets FAW Trucks brand standards.

4. Technical Support & Warranty Management:

  • Establish an efficient technical support system to provide expert guidance to dealers for resolving complex vehicle faults.
  • Oversee the management of the national warranty process, ensuring the accuracy and timeliness of warranty claim handling, and analyze warranty data to drive product quality improvements.

5. Customer Relationship Management:

  • Monitor and improve Customer Satisfaction Index (CSI), and handle escalated major customer complaints.
  • Work closely with the sales team to provide customized aftersales solutions for large fleet customers, ensuring high customer retention.

6. Team Leadership & Training:

  • Recruit, train, and manage the national aftersales team (which may include Parts Supervisor, Technical Support Specialists, etc.).
  • Foster a high-performance team that is customer-centric and results-driven.

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