After Sales Department Manager

Job Description

Our innovative and pioneer company GreenTech Ethiopia PLC, which is a member of Shemu Group Companies, is looking to fill the role of after sales manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.

Detail responsibilities of the job include:

• Train, motivate, and lead after sales teams to achieve set objectives and targets.
• Supervise the operations of after sales teams to ensure set targets are met.
• Maintain contact with clients to obtain customer feedback regarding Electric Vehicles (EV) after sales service quality.
• Assist clients in resolving issues and complaints concerning purchased EVs and other products if any.
• Build and establish good work relationship with customers to facilitate increased support and revenue.
• Organize promotional campaigns to create awareness and product publicity.
• Develop and implement strategies effective for ensuring a satisfied customers and increased returns.
• Liaise with other sales departmental heads to discuss business plans necessary for enhancing sales performance.
• Direct and coordinate the customer service operation of a team to ensure clients are tended appropriately in line with set customer service standards.
• Develop and optimize support and service processes, tools, and systems.
• Conduct price and contract negotiations with clients to establish contract details and attain profit margin.
• Oversee all post-sales services provided to clients to ensure customer satisfaction.
• Maintain an up-to-date knowledge of job operations by conducting research and participating in educational programs.
• Provide periodic reports to management on all after sales activities.
• Ensure compliance with all general and company policies when carrying out job duties.
• Verifies and follows up on orders for parts, together with the parts manager, to ensure a readily available supply.
• Examines the rules applying to warranty policy, understands and implements guidelines with regard to warranties, sees that claims are appropriately processed and forwards details and clarifications on the warranties to customers.
• Advises the technicians responsible for repairs of the time allocated for each work order.
• Maintains a top-quality repair service and reduces returns to the shop. Intermittently checks work performed, to ensure that it meets strict quality standards.
• Keeps up to date on new equipment and tools and makes purchasing recommendations.
• Sees to the cleanliness of the work areas and customer waiting room.
• Ensures that special tools are properly maintained and stored, and that stock is sufficient.
• Ensures that the customer files of the after-sales department are up to-date and easily accessible.
• Takes part in management meetings.
• Verifies the performance of the employees in his/her department, making use of the appropriate reports, verification systems and surveys.
• Plans and/or organizes the technical training, and refers employees to appropriate training schools, as necessary.
• Verifies the technicians’ daily productivity reports, as well as the documents used to prepare payroll.
• Regularly evaluates the performance of the personnel in the departments for which he is responsible. Tasks related to customer service, builds and maintains smooth relations with the customers, to obtain their loyalty, and takes note of any potential customers they may recommend
• Builds and maintains smooth relations with professional training schools, to facilitate personnel recruitment activities.
• Ensures that all customers are welcomed as soon as possible, and that they are given reasonable estimates of the costs and time required for their repair jobs and maintenance work.
• Handles customer complaints as soon as possible.
• Is responsible for workplace health and safety.
• Maintains a professional appearance.
• Performs other tasks, based on management requirements and instructions.

Job Requirement

Education:

• M.Sc. Degree in Mechanical Engineering or Automotive Technology or any other related discipline and 4 years' experience in vehicles industry aftersales management OR B.Sc. Degree in Mechanical Engineering or Automotive Technology or any other related discipline and 6 years' experience in vehicles industry aftersales management
• Passion for Electrical Vehicles and renewable energy
• Being resourceful and ability to solve problems critically.

• Communication Skills: The manager is expected to interact with customers to identify and help meet their desires.
• Leadership Skills: The manager is expected to coordinate and organize the activities of after sales teams to ensure client satisfaction and improved sales.
• Problem-solving Skills: The manager is expected to develop and implement solutions necessary to ensure increased patronage and customer satisfaction.