Aftermarket Support Manager at Volvo Group

The main purpose of the job is to support the functional and operational areas of the Aftersales business for the Region thus ensuring business development in the best possible way with the primary focus being CSI and profitability.
To ensure common processes throughout the region and to integrate the region with the entire Volvo Group Southern African business via close interaction with other regional managers, aftermarket and business control.
To build and maintain good relationships with customers and prospective customers.
To promote and seek opportunities for the Aftersales business with a view on increasing the current level of business and capture incremental business for the Region.

Reporting: The position will report to the Regional Manager (Northern Region).

Job Objectives:
Parts , Workshop and New Truck Sales.

• Support the Region in ensuring that the highest level of customer service to all customers.
• To promote the Service and Parts Departments in the most effective and profitable manner.
• Monitor daily holdups in the workshops and speed of turnaround and highlight support requirements immediately.
• Ensure customer queries are actioned timeously in relevant departments.
• Promote the sale of parts, workshop hours and other soft products throughout the region.
• Ensure correct levels of Aftersales support to all customers.
• To schedule and coordinate regular customer meetings regionally wherever and whenever necessary in order to present a unified Volvo offering to the customers in line with the Commercial Crew Concept
• Consistently monitor CSI and address areas for improvement.
• Act as a liaison between the branch, aftermarket (h/o) and the customer.
• Monitor outstanding campaigns and address with the relevant branches.
• Support Aftermarket (H/O) requirements that is required.
• Support, from an aftermarket perspective, the new and used truck sales organization where necessary as part of the Commercial Crew.

Qualifications & Experience:

• Minimum 5 years industry experience preferably from within a commercial truck environment.
• Business diploma and technical qualification.

Key Competencies:

• Leading and supervising.
• Excellent verbal communication.
• Analyzing ( Evaluative, forward thinking).
• Planning and organizing.
• Ability to cope with pressure and setbacks.
• Adapting and responding to change.
• Financial Management.
• Result driven.

It is part of the Aftermarket Support Manager function to promote and increase sales, the following information needs to be gathered:

• Current Fleet Size of each customer.
• Split between Volvo and other brands.
• Age of vehicles in the fleet.
• Current mileages.
• Replacement cycle.
• How many vehicles are still under warranty and have service contracts.
• Confirm if the customer does self-servicing.
• Confirm if customer use genuine Volvo parts on all vehicles and whether under warranty or not.
• Check what alternative (pirate) are purchased and why.
• What we can offer as a total one stop offering so that 100% of his Volvo business is through us.