Aftermarket Manager

Full Job Description

GENERAL ACCOUNTABILITY:

With a direct report to the Manitou Centre Director, this position has responsibility for the management of the Aftermarket department, in Service and Customer support

The primary focus is managing the activities and operations related to customer service and support

DUTIES AND RESPONSIBILITIES:

· Customer Support:

o The Aftermarket Manager oversees the customer support process, ensuring that customers receive prompt and effective assistance with any issues, inquiries, or complaints they may have after purchasing a product or service.

· Problem Resolution:

o The Aftermarket Manager is responsible for resolving any problems or issues that arise post-sale, whether they involve product defects, delivery delays, or dissatisfaction with the service provided.

· Team Management:

o The Aftermarket Manager leads a team of Workshop and Field Service Supervisors and Managers or support staff, providing guidance, training, and support to ensure that the team delivers high-quality service to customers.

· Process Improvement:

o The Aftermarket Manager continuously evaluates and improves the aftersales processes and procedures to enhance efficiency, effectiveness, and customer satisfaction. This may involve implementing new technologies, streamlining workflows, or introducing new service offerings.

· Relationship Management:

o The Aftermarket Manager builds and maintains strong relationships with customers, ensuring that their needs are met and that they remain satisfied with the company's products and services. They may also liaise with other departments, such as sales, marketing, and product development, to address customer concerns and improve the overall customer experience.

· Data Analysis:

o The Aftermarket Manager analyses customer feedback, support tickets, and other relevant data to identify trends, issues, and areas for improvement. This data-driven approach helps them make informed decisions and implement targeted solutions to enhance after-sales service quality.

· Performance Monitoring:

o The Aftermarket Manager tracks key performance indicators (KPIs) related to customer satisfaction, response times, resolution rates, and other metrics to assess the effectiveness of the aftersales support operations and make adjustments as needed.

· Compliance and Quality Assurance:

o The Aftermarket Manager ensures that the aftersales activities comply with relevant regulations and quality standards, such as industry regulations and company policies. This includes monitoring compliance with service level agreements (SLAs) and implementing quality assurance measures to maintain high service standards.1.

EDUCATION:

· Technical Qualification is an advantage, as well as past experience

EXPERIENCE:

· 10 Years Experience in Aftermarket or Operational Management

COMPETENCIES AND SKILLS:

· Technical business understanding; especially in the mining industry

· Outstanding consultative abilities and excellent interpersonal skills with executive-level customers and partners.

· Ability to work collaboratively with colleagues and staff to create a result-driven, team-oriented environment.

· Ability to plan and manage both strategic and operational scopes

INTERNAL/EXTERNAL CONNECTIONS:

· Works in partnership with almost all departments of the Headquarters to ensure close alignment

· Represents the company as appropriate in its relationships with major customers, suppliers, competitors

LOCATION & EXPECTED TRAVEL:

· This position is based in Proton Industrial Park, South Africa, and Required Regional and International Travel

Job Types: Full-time, Permanent

Application Question(s):

• Do you have a Technical Qualification?

Experience:

• Aftermarket or Operational Management: 10 years (Required)

Application Deadline: 2024/04/30