
National Aftersales Manager
3 days ago
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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