Profession motor vehicle aftersales manager

Motor vehicle aftersales managers maximise sales by closing business on an ongoing basis. They negotiate with existing clients for contract renewals. They maintain contracts, deal with claims, manage warranty, and investigate damages on products.

Personality Type

• Enterprising / Conventional

Knowledge

• Consumer protection

  The current legislation applicable in relation to the rights of consumers in the marketplace.

• Commercial law

  The legal regulations that govern a specific commercial activity.

• Product comprehension

  The offered products, their functionalities, properties and legal and regulatory requirements.

Skills

• Negotiate sales contracts

  Come to an agreement between commercial partners with a focus on terms and conditions, specifications, delivery time, price etc.

• Monitor after sales records

  Keep an eye on the after sales feedback and monitor customer satisfaction or complaints; record after sales calls for thorough data analysis.

• Perform customers’ needs analysis

  Analyse the habits and needs of customers and target groups in order to devise and apply new marketing strategies and to sell more goods in a more effective way.

• Provide customer follow-up services

  Register, follow-up, solve and respond to customer requests, complaints and after-sales services.

• Build business relationships

  Establish a positive, long-term relationship between organisations and interested third parties such as suppliers, distributors, shareholders and other stakeholders in order to inform them of the organisation and its objectives.

• Manage aftersales processes to comply with business standards

  Oversee the progress of after sales activities; make sure that all work is carried out in accordance to business procedures and legal requirements.

• Use mathematical tools for managing vehicles

  Use mathematical tools and electronic equipment for managing activities with the vehicles and customers, and performing routine operations that deal with numeracy and calculations.

• Apply business acumen

  Take appropriate actions in a business environment in order to maximise possible outcome from each situation.

• Ensure compliance with warranty contracts

  Implement and monitor repairs and/or replacements by the supplier in compliance with warranty contracts.

• Manage staff

  Manage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the workers to meet the company objectives. Monitor and measure how an employee undertakes their responsibilities and how well these activities are executed. Identify areas for improvement and make suggestions to achieve this. Lead a group of people to help them achieve goals and maintain an effective working relationship among staff.

• Produce statistical financial records

  Review and analyse individual and company financial data in order to produce statistical reports or records.

• Plan event marketing for promotional campaigns

  Design and direct event marketing for promotional campaigns. This involves face-to-face contact between companies and customers at a wide range of events, which engages them in a participatory position and provides them with information about a specific product or service.

• Show diplomacy

  Deal with people in a sensitive and tactful way.

• Supervise sales activities

  Monitor and oversee the activities related to the ongoing sales in the shop to ensure that sales goals are met, assess areas for improvement, and identify or solve problems that customers could encounter.

• Guarantee customer satisfaction

  Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

• Develop after-sales polices

  Develop after-sales policies and report results to the management; translate policies into concrete actions in order to improve customer support; identify opportunities for further business transactions.

Optional knowledge and skills

Source: Sisyphus ODB