Fleet Aftersales Manager - #305556

Ford Motor Company of South Africa (Pty) LTD


Date: 2 weeks ago
City: Brakpan, Gauteng
Contract type: Full time

A position has become available for a Fleet Aftersales Manager to join our dynamic team, based in Pretoria.

Role Summary

  • The Fleet Aftersales Manager position within the Direct Sales team plays a key role in executing fleet retention, growth, and value proposition goals.
  • The Fleet Aftersales Manager will act as key contact with Fleet customers and the Dealers that support them, to ensure all Aftersales concerns are effectively and efficiently resolved. This is a unique position in that the successful candidate will be working with both the sales and aftersales skill teams on a daily basis.
  • Key objectives for the Aftersales Manager are:
    • Optimization of cross-functional processes, particularly in Vehicle Off Road Management, managing the KPI`s of the Direct Sales channel.
    • Drive Vehicle Offroad (VOR) to achieve an average time offroad < 7 days.
    • Responsible for ensuring after-sales processes are optimized with responsible business acumen and technical skills to ensure consistently high levels of customer satisfaction and service in line with company objectives.
    • The Fleet Aftersales Manager will be responsible for customer engagement initiatives including, but not limited to, quarterly and monthly interactions as well as facilitating quarterly Nuts and Bolts meetings and monthly Tech Talks with fleet customers.
    • The role extends to arranging and overseeing monthly/quarterly aftersales meetings with dealers and customers ensuring, and actively following through on feedback.
    • This multifaceted responsibility requires a results-driven individual with strong technical skills and exceptional communication abilities to lead our aftersales growth and retention strategy.
    • Fully competent with vehicle diagnostics and technical repair process of vehicles.


Retention:

  • Lead the execution of the company's customer retention, growth, and value proposition goals through the effective activation of the Direct Sales channel after-sales strategy and annual KPIs.
  • Support the maintenance of initiatives to improve customer convenience and experience through sustainable cost of ownership initiatives.
  • Facilitating Nuts and Bolts meetings and Tech Talks with fleet customers.
  • Support after-sales engagements, meetings, and events with fleet and direct sales channel customers including arranging and overseeing monthly/quarterly aftersales meetings with dealers and fleet customers.
  • Act as a bridge between fleet customers, dealers, FCSD capability teams and internal stakeholders to optimize cross-functional processes aligned with growth and retention strategies in direct sales and after-sales.
  • Meetings with customers and dealers are scheduled as needed to build relationships as part of customer retention and growth initiatives.
  • Collect and share information to fleet customers that impacts fleet aftersales operational and technical initiatives.

Vehicle Off Road:

  • Ensure Fleet VOR KPI`s are met.
  • Support system and process development to ensure optimal up time management of the Fleet VOR car park.
  • Assist Dealers and customers on parts, AWA/CLP/repair fixes through FSE and ZM support on VOR/Rapid Hub/CRC initiatives. 
  • Advance off-road vehicles in daily review of open/aging issues alongside cross-functional teams to escalate and resolve diagnostic aging issues by providing technical repair insights and highlighting any associated risks to resolution. 
  • Manage daily activities on inbound generic mailbox to manage VOR, Parts and Goodwill enquiries.
  • Drive and deliver on Cost of ownership initiatives engaging with Warranty, Parts, and technical skill teams.
  • Conduct regular collaborations with cross-functional skill teams to drive key initiatives, track process gaps to completion, and conduct continuous improvement efforts.
  • Analyse VOR information to help dealers and after-sales initiatives maximize business opportunities and efficiencies to close process gaps


Knowledge, Skills and Abilities

Technical Skills:

  • Fully competent with vehicle diagnostics and technical repair process of vehicles.
  • PTS, FDRS, OWS, DealerView, PANDA & SAP experience beneficial.

Competencies:

  • Results-driven individual with strong interpersonal and communication skills.
  • Able to work under tight deadlines, in a pressurized environment, and manage unstructured challenges.
  • Conflict resolution skills and resourcefulness in diplomatic problem-solving.
  • Process-oriented with a disciplined, enquiring, and analytical approach to problem-solving.

General Attributes:

  • Independent individual with strong organizational skills and business acumen.
  • Team player who breaks silos and pushes boundaries.
  • High competency in Microsoft Excel and PowerPoint, including strong presentation skills.
  • Meticulous attention to detail with strong verbal communication and writing skills in English.
  • Good time management and prioritization skills.
  • Self-motivated, responsible, and dependable with solid ethical values.

Linguistic Skills:

  • Strong verbal communication and writing skills in English.
  • Willing to travel domestically on short notice and for multiple days.

 

Qualifications and Experience 

  • Degree or National Diploma in a relevant field (Engineering, Business management, Marketing)
  • 3+ years’ experience within the motor industry and / or automotive dealership environment in a business consulting or operational role is necessary.
  • Experience in an automotive aftermarket parts and service environment, OE FCSD environment and/or OE dealer field role will be a definitive advantage.
  • Vehicle diagnostics and technical problem-solving experience necessary.
  • PTS, FDRS, OWS, DealerView, PANDA & SAP experience beneficial.
  • Dealership operations and workshop experience an advantage.


Market Related



Preference will be given to suitably qualified Applicants who are members of the designated groups in line with the Employment Equity Plan and Targets of Ford Motor Company.



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