SSA After Sales Manager (Supervisory Level) - (PA 1344) at Volkswagen Group South Africa

Job Description and Responsibilities:    

• Achieving After Sales objectives through implementing, monitoring, analysing, mentoring, coaching, development and guidance on processes, programmes and initiatives that build capacity and lead to increased performance.
• Managing the performance of Dealers in the attainment of Customer Satisfaction, Fix Right Time, Parts and Service Business objectives.
• In consultation with Dealers, developing, implementing and tracking Dealer business plans to achieve critical targets in line with the After Sales strategy and ensure future market share.
• Regularly reviewing relevant performance data with each Dealer and agree appropriate action in order to drive improvement in all of After Sales
• Liaising with Training Academies to manage the Technical and Front line competency at Dealer level by addressing attendance issues, evaluation of skills matrices, ensuring career pathing and nomination to further develop required skills and competencies.
• Involvement in the final selection of new appointments of Dealer After Sales Departmental managers and service advisors to ensure appropriate and quality appointments
• Working in partnerships with Regional Sales Managers and other members of the Field team to ensure that overall Sub Saharan Brand objectives are met and a consistent message delivered.
• Assisting Dealers in maximizing their financial performance through identifying and pursuing profit opportunities in order to maximize overall profitability
• Managing escalated Customer concerns, to their satisfaction, without elevating it to the next level.
• Supporting the implementation of and facilitating the compliance to Dealer standards.
• Ensuring Dealers adopt the most appropriate business culture in line with the brand values to enable them to achieve a balance between Customer Service outcomes and profitability
• Liaising with SSA Dealer Partners and Importer Directors through effective communication and query resolution as well as provide guidance on Strategic VWSA Projects and Process Improvements that will ensure future market growth
• In consultations with the various SSA Markets, analyse, recommend initiatives, and best practice approaches that best cater to the Dealer local market conditions and customer preferences.
• Continuously review Dealer Parts KPI’s and identify potential risks and opportunities to improve performance.
• Analyzing and assisting Dealers in developing an annual achievable Business plan as well as steer and support the business with forecasting preparations and tracking preparations and tracking throughout the year.
• Managing regional Dealer Wholesale and Importer targets.
• Implementing and measuring achievement to defined parts KPI’s and ensure that necessary corrective action is applied when necessary to address underperformance 
• Facilitating the integration of various Parts and Service Importer Systems, Facilities and Processes within VWSA and in the market towards a common Dealership Framework/Blueprint 

Education and Experience:    

• A recognised 3-year National diploma / Bachelor’s degree in Engineering / Commerce /Marketing or equivalent.
• Additional qualifications in Business or Project Management advantageous
• Minimum of 5 years’ experience in Motor Industry Aftersales experience with good knowledge of the Dealer Organisation structures

Skills, Attributes & Other requirements    

ESSENTIAL:

• Extensive Volkswagen technical product and systems knowledge
• Knowledge of VWSA Service & Parts systems & processes including technical application
• Sound business acumen with good understanding of financial principles
• Strong problem solving skills with an affinity for complexity
• Sound negotiation and influencing skills
• Ability to coach, mentor and motivate
• Very good computer skills not limited to MS Suite
• Intercultural sensitivity at an international awareness level
• Independence & self-sufficient performer 
• Tolerance for stress and routine

PREFERRED:

• Automotive Service and/or Service Technical experience.
• Well-developed English communication skills, both written and oral with French advantageous
• Customer relations management skills.
• Experience in ETKA, ET2000, GRP would be advantageous