National Aftersales Manager

Lead national truck aftersales, driving parts, service, warranty & 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 their aftersales operations to new heights. This is an exceptional opportunity for you to shape the future of aftersales services on a national scale, by 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 will allow you to thrive in 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 innovative solutions such as extended warranties and telematics services.
• Collaborate closely with dealers, suppliers, and internal stakeholders to deliver best-in-class aftersales service across Australia.

What you'll do:

As National Aftersales Manager, your day-to-day responsibilities will centre around orchestrating the entire aftersales operation on a national level. You will be entrusted with crafting forward-thinking strategies that not only meet but exceed targets for parts sales and customer loyalty. Your expertise will be called upon to interpret market signals and translate them into actionable business development initiatives, whether it's launching new service offerings or refining existing ones. You'll work closely with both internal teams and external partners to ensure seamless supply chain operations while also setting competitive pricing structures that benefit both customers and the business. A key part of your remit will involve nurturing relationships with authorised service dealers: from rolling out standardised processes to conducting quality audits and providing essential training. Your technical acumen will shine as you establish robust support systems for complex fault resolution and oversee warranty management processes that drive continuous improvement. Ultimately, your success in this role will be measured by your ability to elevate customer satisfaction scores, and contribute meaningfully to the company's reputation as an industry leader.

• Develop and execute comprehensive national aftersales market strategies aimed at achieving ambitious targets for parts sales, customer retention, and overall profitability.
• Analyse evolving market trends, monitor competitor activities, and assess customer needs to identify new avenues for business growth including extended warranties, fleet management services, and telematics offerings.
• Take ownership of annual budget preparation for the aftersales department while overseeing financial forecasting processes and monitoring performance against set objectives.
• Lead the planning, procurement, and logistics management of the national parts inventory to ensure optimal stock levels that balance high availability with cost control.
• Manage robust supply chain relationships with both international headquarters and local suppliers to guarantee seamless parts provision across the network.
• Design competitive pricing strategies for parts alongside 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 sessions for dealer teams to uphold brand standards in service quality across all locations.
• Establish an efficient technical support system that empowers dealers with expert guidance for resolving complex vehicle faults promptly.
• Oversee the entire national warranty process ensuring accuracy in claim handling while analysing data to inform product quality improvements.

What you bring:

To excel as National Aftersales Manager, you will bring extensive experience from senior roles within commercial vehicle aftersales environments, ideally those involving trucks or heavy-duty vehicles. Your background should reflect hands-on involvement in strategic planning where you have successfully launched new business lines or enhanced existing ones based on careful market analysis. You are adept at managing complex supply chains spanning both domestic suppliers and overseas headquarters; your approach ensures high availability of critical parts without incurring unnecessary costs. Your skillset includes designing attractive pricing structures backed by effective promotional tactics that resonate with customers. You have played a central role in developing dealer networks, setting clear expectations around service delivery while supporting them through regular audits and bespoke training sessions. Your technical know-how enables you to create responsive support frameworks that empower dealer technicians when faced with challenging repairs. Furthermore, your oversight of warranty processes is marked by attention to detail coupled with an ability to extract insights from claims data which inform broader product improvements. Above all else, your interpersonal strengths mean you naturally foster collaboration among colleagues while building lasting partnerships externally, all underpinned by a commitment to inclusivity and shared success.

• Demonstrated experience in managing aftersales operations within the commercial vehicle sector with a particular focus on trucks or heavy vehicles.
• Proven track record in strategic planning encompassing business development initiatives such as extended warranties or telematics-based services tailored for large fleets.
• Strong analytical skills enabling you to interpret market trends, competitor activity data, and customer feedback in order to identify growth opportunities.
• Comprehensive understanding of parts inventory management including procurement logistics optimisation and supplier relationship management at both local and international levels.
• Expertise in designing competitive pricing models for parts coupled with experience running successful promotional campaigns that boost sales without compromising value.
• Hands-on experience developing service networks: from onboarding authorised dealers to implementing standardised repair techniques and warranty policies across multiple sites.
• Ability to conduct thorough audits of dealer operations followed by delivery of impactful training programmes that raise service quality standards consistently nationwide.
• Technical proficiency in establishing support systems capable of guiding dealer teams through complex vehicle fault diagnostics efficiently.
• In-depth knowledge of warranty claim processes including data analysis aimed at driving product quality enhancements over time.
• Exceptional interpersonal skills allowing you to build trust-based relationships with internal teams (such as sales) as well as external partners (dealers/suppliers) while fostering an inclusive team culture.

What sets this company apart:

This organisation stands out as one of the fastest growing names in commercial vehicles thanks to its unwavering commitment to quality products backed by exceptional aftersales care.

What's next:

If you are ready to take your career in aftersales management to the next level within Australia's truck industry, this is your moment. Apply today by clicking on the link provided

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

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