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National After Sales Manager

Job Title: National After Sales Manager
Contract Type: Full Time
Location: Saudi Arabia
Industry:
Salary: 20000 - 26000 SR
Reference: After Sales - 3
Contact Name: Anan Banakhar
Contact Email: a.banakhar@rolaco.com.sa
Job Published: April 19, 2017 14:22

Job Description

Role Purpose:

Responsible for the development of the parts and service business both strategically and operationally, ensuring profitable growth, an efficient operation and a high level of customer satisfaction.

Key Accountabilities and Activities:

  • Develop and implement, together with the Business Line Managers and with approval from General Manager, the sales and distribution strategy for parts and service for all Rolaco Equipment products
  • Develop the annual business and operational plan.
  • Meet key performance indicators, volume and profitability targets for
  • Parts sales, marketing and support
  • Service sales, warranty handling and support
  • Service and parts agreement - sales and marketing
  • Network operational development (processes, systems, technical and training, quality, etc)
  • Management and supervision of the service network and parts outlets, with direct reporting from the Regional Service Managers profitability
  • Profit and loss responsibility for the after-sales business
  • Look for opportunities to increase efficiency and profitability, while respecting operating standards of Principals
  • Take actions to sustain, retain and enhance levels of customer satisfaction
  • Work with team to develop understanding and implementation of customer focussed environment, setting clear objectives/targets
  • Respond promptly to any customer complaints and ensure timely and correct resolution.
  • Liaise with external companies (customers and suppliers) to ensure good working relationships are developed.
  • Ensure warranty procedures are followed correctly to ensure prompt recovery of monies due.
  • Recruit, coach and appraise team to ensure they are operating to full potential.
  • Ensure that company standards are followed in relation to control of funds, premises, vehicles, and other company resources. 
  • Ensuring inventory turn levels, parts availability and parts obsolescence targets are met
  • Provide clear direction, prioritize tasks, assign and delegate responsibility and monitor the workflow of the team.
  • Ensure high motivation and satisfaction of after-sales employees, engendering high customer satisfaction.
  • Ensure the team complies with Rolaco’s policies, processes, practices and systems, and maintains Rolaco’s high standard of work and work ethic.
  • Supervise, assess, monitor, and assign day to day work for team in order to ensure that work is done on time and accurately.
  • Follow up on the attendance of employees and monitor their appearance and interaction with stakeholders.
  • Provide weekly, monthly & yearly reports as required by the Head of Operation.
  • Identify staff that require on-going training and implement training opportunities to ensure their skills are improved. Work with apprentices and semi-skilled staff to role model appropriate technical skills.
  • Provide feedback to staff that are not performing to the expected level and ensure human resources are informed of trends in performance.

Job Related Skills:

  • Be able to guide and direct a team of both technician s and parts sales and logistics.
  • Experience of setting and communicating goals absorbed and accepted by the organization.
  • A strong customer focus, ‘hands-on” in dealing with problem solving.
  • Excellent communication skills – Arab speaking.
  • Team player, but decisive leader.
  • Negotiation and influence skills.
  • Strong value driven, role model with aptitude to inspire and develop people.
  • Challenged by interacting in a fast-changing and demanding environment.