Aftersales Officer - BYD Greenfield

The Aftersales Officer leads the aftersales operation with the objective of ensuring profitable operations of aftersales and overseeing all activities related to aftersales services, including customer service, warranty handling, service repairs, parts supply, and customer feedback through practice of quality service and compliance.

Roles and Responsibilities:

• Process Improvement: Continuously review and improve aftersales procedures, practices and workflows to enhance efficiency, productivity and service quality.
• Financial Management: Plans aftersales performance targets and implements service programs to achieve profitability, work quality and shop improvements.
• Customer Experience: Maintain high levels of customer satisfaction by ensuring timely service delivery and issue resolution by implementing systems to track customer satisfaction and improve aftersales process to achieve No. 1 customer satisfaction.
• Compliance of SOP: Oversees and implements workshop controls and safety measures to assure security of associates, vehicles and the dealership.
• Skills Review: Responsible for periodic review of All Service Associates’ performance, skills and qualification to identify suitable candidates for personnel movements in the department in order to achieve high quality of performance.
• Reporting and Analytics: Prepare regular reports on service performance, customer satisfaction, and financial performance to be able to use the analytics in demand forecasting for aftersales service and spare parts.

Qualifications:

• Graduate of any Engineering course, preferably licensed Mechanical Engineer; MBA or MA an advantage
• At least 5 years managerial experience in Service Industry preferably in an automotive setting, exposure to quality improvement activities an advantage
• Management of service operations, technical skills, people-handling skills, customer-handling skills, marketing skills