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Aftersales Manager

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Job Overview

ZO Motors is looking for an experienced After Sales Manager from the commercial vehicle segment with excellent process and communication abilities coming. The ideal candidate will be responsible for overseeing all aftersales activities, ensuring customer satisfaction, and driving profitability through effective management of service operations. This role requires a deep understanding of commercial automotive aftersales processes, and a commitment to delivering high-quality service. The After Sales Manager will work closely with various departments, including sales, marketing, logistics and technical teams, to develop and implement strategies and processes that enhance the customer experience and improve uptime. The successful candidate will have a proven track record in aftersales management, strong analytical skills, and the ability to build and maintain strong customer relationships. This is an excellent opportunity for a motivated individual to make a significant impact in a fast-paced and growing company to help build our processes and be our first entry point to assist our franchised dealers, brokers, fleets and upfitters.


Essential Job Duties include

  • Oversee all aftersales activities and operations.
  • Develop and implement aftersales strategies to improve customer satisfaction.
  • Monitor and analyze aftersales performance metrics.
  • Ensure compliance with and stay current on industry standards and regulations.
  • Develop and maintain strong customer relationships.
  • Coordinate with sales, marketing, logistics and technical teams.
  • Handle customer complaints and resolve issues promptly.
  • Develop training programs as needed.
  • Manage inventory and ensure availability of spare parts with 3PL providers.
  • Prepare and manage aftersales budgets.
  • Conduct regular audits and inspections of service operations.
  • Develop and implement service improvement plans including feedback to engineering for product improvements.
  • Ensure timely and accurate reporting of aftersales activities.
  • Other duties as assigned.


Qualifications

  • Excellent organizational and time management skills.
  • Strong attention to detail and accuracy.
  • Effective communication and interpersonal skills.
  • Proficiency in MS Office Suite, particularly Excel.
  • Ability to work independently and collaboratively in a (global) team.
  • Strong problem-solving and decision-making abilities.
  • Ability to prioritize tasks and work under pressure.
  • Knowledge of CRM and NetSuite accounting software is a plus.
  • Min. 10 years of experience in the automotive industry in administrative roles
  • Proven experience in aftersales management in the automotive industry
  • Knowledge of inventory management and spare parts logistics
  • Ability to conduct training and development programs for internal and external staff


Work environment

Requires willingness to work a flexible schedule and includes some travel.