Deskripsi pekerjaan
Posisi Aftersales Manager bertanggung jawab penuh atas pengelolaan operasional purna jual, termasuk bengkel servis, pemeliharaan kendaraan, perbaikan, dan manajemen suku cadang. Peran ini memastikan seluruh layanan purna jual mematuhi standar BYD, SOP, dan kebijakan perusahaan. Manajer akan memimpin tim yang terdiri dari service advisor, teknisi, dan staf suku cadang untuk mencapai target KPI, termasuk produktivitas bengkel, kepuasan pelanggan, dan profitabilitas. Selain itu, posisi ini mencakup manajemen inventaris suku cadang, dukungan teknis untuk kendaraan listrik (EV), penanganan klaim garansi, serta pengembangan strategi untuk meningkatkan loyalitas pelanggan dan pendapatan purna jual.
Tanggung jawab: Manage and oversee daily aftersales operations, including service workshops, vehicle maintenance, repairs, and spare parts activities; Ensure aftersales services comply with BYD standards, SOPs, and applicable company policies; Monitor workshop productivity, service capacity, vehicle turnaround time, and service quality; Ensure service facilities, tools, and equipment are properly maintained and operationally ready; Coordinate with Sales, Service, Parts, and other departments to ensure a seamless customer experience; Maintain high customer satisfaction and customer retention through excellent aftersales service; Handle customer complaints, escalations, and service-related issues effectively; Monitor customer satisfaction indicators, customer feedback, and service recovery performance; Develop initiatives to improve customer loyalty, repeat service visits, and customer experience; Ensure timely communication with customers regarding vehicle repairs, maintenance, and warranty claims; Oversee spare parts planning, inventory control, stock availability, and parts distribution; Ensure critical spare parts are available to support workshop operations and customer requirements; Monitor inventory turnover, slow-moving stock, and obsolete parts; Coordinate with the principal, suppliers, and internal teams regarding spare parts procurement and delivery; Ensure proper inventory documentation and control to minimize stock discrepancies; Oversee vehicle diagnosis, repair quality, preventive maintenance, and technical problem resolution for BYD electric vehicles; Ensure compliance with EV safety procedures, particularly high-voltage battery and electrical system handling; Supervise warranty claims, technical reports, and coordination with the principal regarding product issues; Coordinate technical training and competency development for service advisors, technicians, and workshop personnel; Monitor recurring technical issues and implement corrective and preventive actions; Develop and execute aftersales strategies to achieve revenue, profitability, and operational targets; Monitor key performance indicators (KPIs), including labor revenue, spare parts sales, workshop utilization, and service retention; Prepare and manage the aftersales department's annual budget and operating expenses; Identify opportunities to increase aftersales revenue through service packages, maintenance programs, and customer retention initiatives; Analyze monthly performance reports and implement improvement plans when targets are not achieved; Lead, supervise, and evaluate aftersales personnel, including service advisors, technicians, parts staff, and other relevant team members; Establish team KPIs, work plans, and performance evaluation standards; Conduct regular coaching, technical training, and performance reviews; Ensure adequate manpower planning and effective workforce allocation; Promote a culture of professionalism, accountability, teamwork, and continuous improvement.
Tanggung jawab
- Manage and oversee daily aftersales operations, including service workshops, vehicle maintenance, repairs, and spare parts activities
- Ensure aftersales services comply with BYD standards, SOPs, and applicable company policies
- Monitor workshop productivity, service capacity, vehicle turnaround time, and service quality
- Ensure service facilities, tools, and equipment are properly maintained and operationally ready
- Coordinate with Sales, Service, Parts, and other departments to ensure a seamless customer experience
- Maintain high customer satisfaction and customer retention through excellent aftersales service
- Handle customer complaints, escalations, and service-related issues effectively
- Monitor customer satisfaction indicators, customer feedback, and service recovery performance
- Develop initiatives to improve customer loyalty, repeat service visits, and customer experience
- Ensure timely communication with customers regarding vehicle repairs, maintenance, and warranty claims
- Oversee spare parts planning, inventory control, stock availability, and parts distribution
- Ensure critical spare parts are available to support workshop operations and customer requirements
- Monitor inventory turnover, slow-moving stock, and obsolete parts
- Coordinate with the principal, suppliers, and internal teams regarding spare parts procurement and delivery
- Ensure proper inventory documentation and control to minimize stock discrepancies
- Oversee vehicle diagnosis, repair quality, preventive maintenance, and technical problem resolution for BYD electric vehicles
- Ensure compliance with EV safety procedures, particularly high-voltage battery and electrical system handling
- Supervise warranty claims, technical reports, and coordination with the principal regarding product issues
- Coordinate technical training and competency development for service advisors, technicians, and workshop personnel
- Monitor recurring technical issues and implement corrective and preventive actions
- Develop and execute aftersales strategies to achieve revenue, profitability, and operational targets
- Monitor key performance indicators (KPIs), including labor revenue, spare parts sales, workshop utilization, and service retention
- Prepare and manage the aftersales department's annual budget and operating expenses
- Identify opportunities to increase aftersales revenue through service packages, maintenance programs, and customer retention initiatives
- Analyze monthly performance reports and implement improvement plans when targets are not achieved
- Lead, supervise, and evaluate aftersales personnel, including service advisors, technicians, parts staff, and other relevant team members
- Establish team KPIs, work plans, and performance evaluation standards
- Conduct regular coaching, technical training, and performance reviews
- Ensure adequate manpower planning and effective workforce allocation
- Promote a culture of professionalism, accountability, teamwork, and continuous improvement
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi