Aftersales Dealer Support Manager

Main Purpose of Job:

To coordinate and execute Aftersales Strategic and Operational Business Management with the Dealer Network, driving business growth, enhancing customer experience, and improving OEM and Dealer profitability for competitive advantage.

Minimum Qualification:

Senior Certificate (Grade 12-Matric) mandatory
Qualified Vehicle Technician certification
Business qualification (advantageous)

Knowledge & Experience:

Business qualification (advantageous)
Proven track record in managing dealer networks and improving aftersales performance
In-depth knowledge of automotive aftersales operations, including parts, accessories, and service
Experience with warranty management and dealer certification processes

Special Conditions:

Valid driver's license
Willingness to travel nationally and internationally as required
Flexibility to work extended hours when necessary

Behavioral Competencies:

Excellent communication and interpersonal skills
Strong leadership and team management abilities
Problem-solving and conflict resolution expertise
Adaptability and resilience in a fast-paced environment
Customer-centric mindset with a focus on service excellence

Technical Competencies:

Proficiency in automotive diagnostic tools and software
Advanced knowledge of vehicle systems, including high-voltage systems for electric vehicles
Expertise in aftersales management systems and CRM software
Strong analytical skills for data-driven decision making
Proficient in Microsoft Office Suite (Outlook, Word, Excel)
Understanding of digital marketing strategies for aftersales

Principal Areas of Accountability:

Develop and implement strategies to grow Dealer Network Aftersales profitability and revenue
Drive expansion of Aftersales business, products, and services, including Parts and Accessories
Implement and oversee Dealership aftersales marketing strategies aligned with OEM objectives
Maintain high levels of customer experience and improve service and customer retention
Manage customer experience and resolve product issues with support from internal divisions
Oversee Warranty Policy & Procedure Management and conduct regular audits
Ensure dealer commitment to vehicle campaign completions and recall management
Manage dealership personnel training and development programs
Oversee Dealer Parts and Accessory Sales, policies, and procedures
Enforce Aftersales Operating standards compliance across the dealer network
Manage Dealer certification and evaluation processes for existing and new dealers
Conduct monthly reporting and performance tracking of Dealers
Provide general aftersales business support to the Dealer Network
Collaborate with other departments to ensure seamless integration of aftersales operations
Identify and implement process improvements to enhance efficiency and profitability
Stay updated on industry trends and technological advancements in aftersales services

Please submit your application with your cv to careers@gwm.co.za and reference the job title.