Responsible for managing the operations of After Sales Department and ensures timely delivery of all services while maintaining the quality of service provided to customers

1.     After Sales Services

1.1    Review all processes of the After Sales Department and recommends/implements process improvements to ensure quality and timely delivery of after sales services.

1.2   Creates a synchronized or aligned processes of ASD (Service Advisor, Service Operations) Accounting and Parts Department.

1.3   Plans and sets a measurable Key Result Areas (KRA’s) and Key Performance Indicators( KPI’s) for all Service Advisors and other direct reports.

1.4   Sets a clear Key Result Areas (KRA’s) and Key Performance Indicators (KPI’s) for Service Operations.

1.5   Recommends and implements a standard turn-around-time of all processes to expedite the services.

1.6   Supervises all Service Advisors and monitors accomplishments of set performances targets to ensure high percentage of sales conversion and provision of at least Satisfactory Ratings to Customers.

1.7   Conducts after-sales customer’s satisfaction survey to verify the quality of services provided. Analyzes the result of the survey and implements resolutions on areas that need to be addressed or improved.

1.8   Ensures high quality service and repairs are provided to customers and ensures prompt response to customers concerns.

1.9   Implements strategy to increase service sales while increasing over-all Department’s profitability.

1.10 Monitors daily dispatching of team for particular clients and area of servicing.

1.11 Regularly monitors updates from previous accomplishments thru service report, ensures complete documentations.

1.12 Monitors Timely processing of insurance quotation.

1.13 Coordinates directly with clients to establish rapport/maintain good relationship.

2.    Service Advisor’s Development

2.1   Trains Service Advisors on technical as well as familiarization of the parts to ensure smooth communication with Parts and Services Department.

2.2   Ensures continuous development of Service Advisor’s skills through training and coaching.

2.3   Reviews and analyzes customer’s service demand and reviews Service Advisor’s skills and competencies to ensure alignment of the skills and competencies needed.

2.4   Establish a Service Advisor’s performance tracking system.

3.    Performs other tasks assigned from time to time by the Immediate Head.

• Graduate of a 4-year Course preferably in Business Administrative course
• At least 8 years' experience in After Sales Service
• With at least 5 years' experience in Managerial role
• Knowledgeable in automotive parts and services