Job Description
Job DescriptionPositionDirector, Aftersales CountryUnited StatesState/ProvinceFloridaCity/TownMiami AreaFunctional AreaInternational Sales Hub Americas Employment/Assignment TypeRegularPosition DescriptionJOB PROFILE
Reports to
Managing Director
Direct reports and matrix reports to the above position
1 Commercial Manager
1 Retail and competence development
1 Technical Field support
Mission/purpose of the job
Drive uptime & retail strategy for Latin America and US, including parts and service sales, retail and competence development and technical support.
Provide inspiring leadership and excellent relationship with partners. Develop and implement sales, services and pricing strategies, monitoring department performance against targets.
Secure business objectives achievement in terms of sales, profitability and high level of customer satisfaction. Establish annual operational plan and define/follow-up KPIs. Implement guidelines, polices, processes and tools.
Key responsibilities/accountabilities
Parts and Services Commercial
- Execute annual business plan, securing volume, profitability, and company’s strategic objectives achievement.
- Drive service commercial strategy, including product offering, and parts pricing.
- Manage service sales offer, including service contracts and telematics and parts pricing/strategy.
- Act as a role model motivating the sales leadership, keeping excellent relationship with partners.
- Work close with logistics to ensure parts availability and efficiency.
Retail & Competence Development
- Secure customer satisfaction and service excellence, through importers and dealers.
- Drive retail strategic and development plan for the region, securing retail excellence.
- Secure adequate dealer footprint for current and future business.
- Continuously provide professional support to dealers and importers to secure highest levels of customer satisfaction.
- Ensure each dealer has the necessary competence and/or competence plans in place to deliver on business plan commitments, for new truck sales, service sales and customer satisfaction.
- Ensure full execution of the governance with the importers/dealers, including importer plan, business review and KPIs follow-up
Technical & Warranty
- Ensure continuous improvement of product quality to drive customer success.
- Be involved and support importers in the region for quality and technical issues.
- Secure quality process knowledge from dealers and importers.
- Support team in handling customer complaint and coordinate with dealers on related topics.
- Report and address to HQ quality and warranty related issues.
- Ensure good level of technical support and product quality management toward importer and dealers
PERSONAL PROFILE
Preferred educational and/or training qualifications and certificates
- Degree in Engineering, Business Administration or related field
Preferred experience and knowledge
- Minimum 10 - 15 years of working experience in aftersales/commercial, with relevant leadership experience.
- Strong aftersales background, including experience of spare parts, service, retail development, technical support in the trucks/automotive industry
- Understanding of Latin America trucks/automotive businesses
- Experience in strategic and commercial planning and execution. Knowledge of contracting, negotiating and change management.
Necessary technical/functional/language skills
- Proven leadership competencies with the ability to inspire, delegate and prioritize
- Able to demonstrate a clear vision, global mind-set and successful people and culture leadership and integration.
- Ability to take initiates, argue, negotiate, and influence, interact diverse partners with a good customer service mind-set.
- Strong commercial and communication competences
- Able to motivate & engage partners
- Structured, pro-active and process-oriented way of working.
- Good technical understanding of commercial vehicle products, its systems, and applications
- Fluent in written and spoken English and Spanish is a must
Pay Details: $100,000.00 to $120,000.00 per year
Equal Opportunity Employer/Veterans/Disabled
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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance