Regional Aftersales Manager

Description:

Location: Head Office

Specifications

Dealer Support & Aftersales Operations

• Act as the primary point of contact for dealership service managers and aftersales personnel within the region.
• Provide guidance on best practices for service processes, workshop efficiency, and customer service.
• Monitor and ensure adherence to OEM standards, policies, and procedures across all service centres.
• Review and resolve daily operational queries related to service, repairs, parts availability, and technical concerns.
• Conduct regular visits to dealerships to assess service performance and identify areas for improvement.
  
  

Warranty Adjudication & Compliance

• Oversee the warranty claims process for the region, ensuring timely and accurate adjudication in accordance with OEM policies.
• Support dealers with complex or disputed warranty claims, providing necessary technical insights and recommendations.
• Conduct audits on warranty claims to ensure compliance and prevent fraudulent activities.
• Liaise with the central warranty department to address recurring issues and improve claim processing efficiency.
  
  

Technical Guidance & Support

• Provide technical expertise to dealership service teams, assisting with diagnostics, troubleshooting, and repair strategies.
• Work closely with the central technical support team to escalate and resolve complex technical concerns.
• Analyze recurring technical issues within the region and implement corrective actions to minimize downtime.
• Support dealerships in implementing field fixes, software updates, and service campaigns.
  
  

Training & Development Coordination

• Identify training needs within the region and coordinate technical and non-technical training sessions for dealership staff.
• Ensure service technicians and aftersales teams receive ongoing product training to stay updated with the latest technology and repair procedures.
• Work with FAW Technical department to schedule and facilitate workshops, certification programs, and refresher courses.
• Promote a culture of continuous learning and professional development within the dealer network.
  
  

Key Account Management & Customer Relations

• Serve as the primary aftersales contact for fleet customers and key accounts within the region.
• Monitor fleet performance and address any service-related concerns, ensuring high levels of customer satisfaction.
• Conduct regular meetings with fleet customers to review service history, identify recurring issues, and propose service solutions.
• Collaborate with sales and marketing teams to support aftersales promotions, service contracts, and extended warranty offerings.
  
  

Parts Support & Inventory Management

• Work closely with the parts distribution team to ensure adequate parts availability at dealerships within the region.
• Assist dealers with backorders, urgent part requests, and alternative supply solutions.
• Analyze regional parts consumption trends and recommend stockholding improvements to optimize service efficiency.
• Monitor dealership compliance with OEM parts stocking and return policies.
  
  

Reporting & Performance Monitoring

• Track and analyses aftersales KPIs, including service turnaround times, first-time fix rates, warranty cost trends, and customer satisfaction scores.
• Generate reports on dealership performance, technical issues, and regional aftersales activities.
• Develop and implement improvement strategies based on data insights to enhance regional aftersales performance.
• Present findings and recommendations during Management and Review Meetings
  
  

Regional Aftersales Strategy & Business Development

• Contribute to the development and execution of aftersales strategies to enhance customer retention and revenue growth.
• Identify opportunities for service process improvements and dealership network development.
• Support new model launches by ensuring aftersales readiness, including technical training and parts availability.
• Provide feedback to FAW product representatives regarding recurring technical issues and customer concerns.
  
  

Requirements

• Minimum: At least 5 years regional aftersales experience at volume OEM brand/group level (Commercial)
• Preferred: Diploma/Degree or Trade Qualification, Automotive Technology, or a related field.
• Additional certifications in Service Management, Warranty Management, or Technical Training.
• At least 5 years of experience in aftersales, service management, or technical support within the truck or commercial vehicle industry.
• Experience in managing dealership networks and fleet customers.
• Proficiency in OEM aftersales systems, warranty claim platforms, and technical diagnostic tools.
• Valid driver’s license and ability to travel extensively.
  
  

Additional Information

• The role requires frequent travel within the assigned region to support dealers and key customers.
• Ability to work in a fast-paced, high-pressure environment and adapt to changing business needs.
• Strong leadership capabilities and ability to drive continuous improvement initiatives.