After Sales & Service Manager (Male)

Job description / Role

Position Summary: To develop, with the assistance of associated departments the company After Sales business for all vehicles sold in order to provide the highest possible standard of customer service, revenue and contribution in line with company objectives. To support vehicle sales & marketing projects where service issues are involved.

Functions and Responsibilities:
- Build, lead, motivate and develop a highly successful team that achieves its objectives
- To manage all Service and Technical aspects for the full range of product with the objective of achieving the set targets between the company and Supplier.
- To assist with the facilitation and implementation of after sales marketing related activities between the company and the retail network and ensure that all activities are coherent in direction. Administer online marketing promotions tool for dealer network, manage and handle with the provider to achieve the aim of upholding MB standards at retail levels and maximize customer satisfaction.
- Assist with after-sales related market research and recommend improvement measures with the aim of continuously enhancing customer satisfaction with Mercedes-Be after sales service.
- Formulate department budget, conduct operative planning, develop and use various reporting tools to facilitate the department planning and controlling.
- Plan, develop, and monitor dealer service and parts network. Oversee Dealer Standards assessments of all dealers and Panel Shops in conjunction with (Operations Manager). Assist with the updating of service and parts standards as necessary, reviewed once a year.
- Administer and manage all aspects of customer and dealer complaints related to Mercedes-Be Vehicles. Deal with any customer complaints pertaining to product reliability, assist dealers and customers alike to find resolutions to these complaints.
- Oversee vehicle compliance to standards; attend Motor industry Association (MIA) meetings of the product and safety committee, distribution of technical information, local rule updates, amendments and government legislation in relation to our products. New and Used PC and Van Vehicle Homologation & Compliance. Liaise with government authorities, Daimler Head office and sales teams regarding compliance of new vehicle technology.
- Customer Satisfaction Index (CSI), Fixed First Visit (FFV), Service Follow Up (SFU) Implementation, reporting, distribution and handling account with report provider. Review OES reports and assist dealer personnel with corrective measures to achieve company set targets
- WPC Implementation, analysis and assessments with all PC selling dealers
- Assist with After Sales Business development of Service sales and marketing, handle key supplier relationships. Assist National Parts and Service marketing campaigns/promotions for all dealers and the company in conjunction with National Parts Manager.
- Assist with Star solutions online marketing promotions tool for dealer network. Administration, management and handling account with provider.
- Assist with the management of account with provider of Get Genuine (SmartTrade) Trade reward / Incentive program.
- Assist with the management of account with provider of All star rewards Dealer reward / Incentive program
- Implementation, Administration, and reporting of Envirowaste waste project for dealer network.
- Enhance customer satisfaction by providing effective training to retail network and resolving technical problems.
- Assess Training needs of dealer network Technical and Non-Technical; work with technical trainer, outside training providers and MBAUP to tailor courses to the needs of the market, handle relationships with outside providers. Areas that require training are identified and courses are to be created, or externally sourced for both dealer and internal staff. Assist the Dealer Development Program by assessing personnel, special tool holdings and training requirements, and to evaluate general equipment levels and Dealership facilities, normally done at dealer standards assessments visits. Pre-plan an itinerary for in-house training with Dealer personnel and organize venues, enrollments, accommodation and assessment for all arranged courses.
- Setup and administer logins and passwords for online MB after sales dealer support systems for the entire dealer network and dealer staff.
- Guide after hours recovery/assistance service to find best resolution to specific customer issues and breakdowns. 24/7 365 days a year.
- 100% Compliance to Health & Safety and company policies and Procedures

Working Relationships:
- GM S&P – direct report, authorization and approval, performance review
- Direct reports / reports – direction, guidance, support, coaching and development Dealers – development, training, support, advice
- MC departments – advice, support.

Requirements

- Bachelor's degree
- Sound knowledge of the motor industry – essential
- Experience in a similar role – essential
- Sound knowledge of after sales process – essential
- Experience in managing people - essential

Key Competencies:
- Aligning performance for success
- Negotiation
- Building strategic working relationships
- Initiating action
- Coaching and developing others
- Communication
- Decision-making
- Delegating responsibility

About the Company

Ali Zaid Al-Quraishi & Brothers Co Ltd. (AZAQ) was founded in 1958 as a family owned diversified company. Today, with more than 4,500 employees on its payroll, prolific market activities all over the Kingdom, and long established associations with a several world-class brands and international corporations, AZAQ is a leading business group in the region.

The Group today is firmly based in the marketing and distribution field, representing top brand names in leisure goods, household products, watches, office furniture, telecommunications, electronics, electrical equipment and motor vehicles. It is also involved in manufacturing of electrical products and transformers and switchgears.