Aftersales Head

Responsibilities

• Manage the Authorized Service Center, coordinate the after-sales services and business operations in the store to ensure satisfaction, and develop additional diagnoses.
• Select, coach, lead, train and supervise aftersales staff while assisting with the planning of the purchase of parts, materials, and equipment.
• monitor operational KPIs, and performance excellence to ensure customer satisfaction, and the best customer experience.
• Deal with any customer complaints pertaining to product reliability and assist customers to find resolutions to these complaints in compliance with manufacturer standards
• Formulate department budget, conduct operative planning, and develop and use various reporting tools to facilitate department planning and controlling.
• Developing standard operating procedures in order to ensure optimization and compliance with established standards and regulations, and fulfilling the needs of IMS.
• Analyze sales, expenses of the spare parts, and inventory each month to maintain profit goals; analyze current inventory, spot-checking to ensure that actual inventory coincides with computerized inventory, check on back orders, etc.