Fleet Aftersales Manager at Ford Motor Company of Southern Africa

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 < 9 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 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.

RESPONSIBILITIES

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.

Technical Skills:

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

QUALIFICATIONS

• Degree or National Diploma in a relevant field
• 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