Country Aftersales Manager
NWTN Inc. (Green energy & Premium Electric Vehicles Company)
Total years of experience :9 years, 10 Months
• Consult with distributors to improve existing and develop new aftersales revenue streams.
• Act as the first point of contact for technical and warranty-related queries
• Provide on-site technical support and solutions to drive customer satisfaction.
• Liaise with the OEM Aftersales team at the factory to escalate and resolve any concerns in an efficient and timely manner.
• Ensure parts sales, FRFT objectives, and warranty KPIs meet or exceed the regional objectives.
• Consult with distributors to ensure optimal levels of technical and warranty service are provided to large Fleet / Government customers.
• Ensure technicians and reception staff training meets set certification goals and standards.
• Lead and manage aftersales-related projects, ensuring they are completed on time and within budget.
• Implement project management best practices and methodologies.
• Lead the branch to achieve financial and non-financial KPI’s in line with the Aftersales business plans and deliver the highest standard quality, customer experience and maintaining a high level of team motivation.
• Monitor branch production cost and focus on optimum resource utilization to reduce production cost aiming to achieve high gross profit.
• Monitor and liaison with parts procurement and parts manager to ensure highest parts availability in workshop counter aiming at reducing repair TAT and parts sale target is achieved.
• Provide vital feedback to the management and planning team, adding value to develop comprehensive business plan and strategies.
• Monitor effective resource management like workshop bay utilization, Technician utilization, productivity through deep analysis and business analytical tools.
• Participate in the identification and evaluation of potential business opportunities which is most likely to increase branch revenue and customer experience.
• Monitor Customer Satisfaction Index (NPS, Mystery shop and internal PSF) and focus on weak attributes and drive improvement actions to counter the challenges.
• Achieve various objectives set by the principles (Dealer Process Audit, Express Service Audit, Mystery shopping) by adherence to the set process & guidelines and in close coordination with the field operation team.
• Identify training needs of the branch team, motivate, and lead Aftersales teams (Service & workshop Parts) to achieve set Business objectives and targets. Define goals of each level staff aligning with department objective, conduct annual appraisal of staff qualitatively. Identify talents and succession plans.
• Lead the branch to achieve highest level of compliance to OEM including Warranty process, Internal Audit, Compliance, Legal and Government standards, and regulations.
• Responsible for achieving branch service labour and parts revenue in line with the business plan in Retail and Fleet segment.
• Upkeep service reception facility, equipment, 5S, process to ensure branch operates meeting Dealer network standard.
• Ensure highest customer experience and involve in resolving customers concerns by taking sustainable corrective measures.
• Actively attending/receiving/understanding customer's requirements & coordinating with workshop in completing repairs & delivering the vehicles to customers satisfaction.
• Applied highly effective selling skills while properly engaging and presenting solutions to customers based on extensive product knowledge.
• Effective liaison between customers and internal departments and workshop team.
• Promoted available products and services to customers during service (upselling).
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Entrusted with the onus of providing feedback and technical solution to customer for additional repairs, delayed delivery time and obtain approvals.
• Direct all aspects of ensuring vehicle is cleaned and ready for delivery as per the promised date and set time.
• Meticulously develop and maintain long term relationship to enhance customer retention.
Devised effective strategies for receiving customer, record customer requests and complaints.
Effectively liaised between customer & service technicians working in the workshop.
Geared the activities to schedule appointments and estimate costs.
Primarily tasked with conducting final test driving for all vehicles prior delivery to the customer.
Responsible for taking customers calls, and dealing with a wide range of requests and enquirers in a timely and professional manner.
Responsible for performing troubleshooting and diagnostics procedure on vehicles.
Accountable for planning and organizing Preventive Maintenance System (PMS)and delegate specific tasks to concerned section and technician.
Drove initiatives for quality inspection controller prior delivery.
Actively coordinated with various departments to ensure timely service rendered towards the customers, which helped in improving the business.