• Internal/External InteractionsInternal
- Report to General Manager
- Overall Responsibility of After sales department Service, Parts & body shop operations at all locations
External
- Coordinate with other departments & Group companies, provide necessary after sales supports and plan joint marketing/promotional/event activities to beneficial to both
- Coordinate with Ford FCSD Manager to review FSA performance, Ford parts purchase forecast, marketing supports, incentive etc.
• Functional Responsibilities
- Execute set plans to achieve budgeted revenue of Service & parts and CVP on an annual and monthly basis
- Work with the Service, Workshop, Parts, Body shop team to achieve CVP (Customer View Point), Revenue, staff motivation, expansion plans, after sales process, complying with Ford policy etc.
- Manage and implementation of RMA strategy that is set in country, and ensures that all agreed initiatives are executed and monitored
- Develop up to date in-market knowledge of competitive activities pricing and market action. This also includes all related items to accessories /marketing
- Review all branches of after sales KPI data, Customer feed backs. Arrange periodic meeting with the team and prepare necessary improvement action plans with time line. Prepare meeting minutes and follow up until all completed
- Make sure warranty claims comply with Ford policy, submitted on time and reconciled
- Execute advertising and after sales promotion campaigns to increase brand awareness and deliver strong sales results
- Review FSA completion rate and take necessary action to complete open FSA
- Announce all sales programs, pricing actions or any product related matters
- Work in corporation with the sales team on product related issues. Also ensure that all parts and accessories programs are implemented on time
- Prepare employee motivation plan and make sure all required trainings & motivation plan delivered as per the agreed timeline. Complete periodic individual performance reviews
- Manage the on-going internal housekeeping, reports, presentation, FSA completion, warranty claims, and training certification
- According to the Sale volume increase prepare necessary facility & organization expansion plans and implement
- Make sure Technical issues closed in the allocated time line and vehicle delivered on time
- Parts ordered as per the purchase agreement, necessary stock order in place, obsolete stock clearance plan etc.
- EA1 & 2 budget review, yearly after sales budget preparation etc.
- Future expansion plans
- Periodically visit the Outside service outlet and make sure they are complying with RMA agreement and getting necessary support. According to the vehicle volume increase review the agreement and provide them the improvement /upgrade plan. Review their customer satisfaction rate and prepare improvement action plans
• Knowledge Responsibilities
- Stay up-to-date on after sales policy, processes and management
- Stay up-to-date with developments in business to ensure process and reporting standards are aligned to business needs
- Act as a “Subject Matter Expert” to the team and colleagues in matter relating to after sales
- Proactively support the company’s brand and employer brand
- Support the development of a learning culture by engaging in collaboration and knowledge sharing through the company’s collaboration and L&D tools
- Customer Satisfaction/hospitality
- Business Development & planning
- Team management
• Financial Responsibilities
- Support in the control of annual department budget and overall accounting spending in the Group
- Achieve After sales budget
- Maintain the expenses within the budgeted value
• HR Responsibilities
- Coaching and Training service team
- Motivate and inspire the team to obtain results, by constructively connecting the interest of the individual employees, the community and organization
- Continuous development of people so that internal transfer and promotions become the ‘norm’ and external recruitment is focused at the most junior levels in the department
- Participate actively in the long-term learning or development of others on the basis of a good understanding of their needs and potentials and address performance issues
- Work with the team to set and achieve annual performance objectives for the department and all individuals
- Directly Report:
- All technicians, apprentices, parts, workshop staff
- Workshop Manager
- Workshop supervisory staff including Service Advisors and Warranty Controller
• Travel Requirements
- Regularly between all Bangkok facilities