Responsibility
1. Develop and implement After Sales Service activities
1.1 Ensure the after sales KPIS for dealers (i.e. parts sales volume, market share, service standard, warranty standard, service agreement and etc.) are set realistically and ambitiously. Also manage to have them agreed by dealers.
1.2 Ensure the parts sales operations, parts market shares, parts revenue and parts margins are achieved as planned by having regular monitoring.
1.3 Manage and monitor prices and run competitor analysis for parts
1.4 Ensure the high standard of customer satisfaction and complaint resolution are achieved in the area of after sales service
1.5 Work with dealers' after sales team on related technical issues on defect, support and spare parts.
1.6 Follow up activities, coordinate and ensure availability of necessary parts, service instructions and diagnostics.
1.7 Monitor warranty submissions to ensure high customer satisfaction, proper processes an being followed, submissions are in line with company policy.
1.8. Leading the after sales monthly/ quarterly/ half-year forecast including annual budget.
1.9 Implement and monitor DMS activity towards dealer
2. Training
2.1 Prepare and organize service and parts training sessions to dealer according to principle standard.
2.2 Coordinate and plan together with principle on service and parts training programs.