Sales Representative

The After-Sales Manager is responsible for overseeing and optimizing all after-sales operations, including service, parts, warranty, and customer support functions. The role ensures high levels of customer satisfaction, operational efficiency, revenue growth, and profitability while maintaining compliance with manufacturer standards and company policies. This position plays a critical role in customer retention, brand loyalty, and long term revenue generation.

Key Responsibilities 1. Service Operations Management • Lead and manage daily operations of the service department. • Ensure efficient workshop loading and optimal technician productivity. • Monitor repair quality and turnaround times. • Implement service process improvements to enhance customer experience. • Maintain compliance with manufacturer standards and procedures. 2. Parts & Inventory Management • Oversee parts department operations. • Ensure optimal stock levels and minimize obsolete inventory. • Monitor parts availability to reduce vehicle downtime. • Control inventory accuracy and conduct regular stock audits. 3. Warranty & Claims Administration • Supervise warranty claim submissions and ensure compliance with OEM guidelines. • Monitor claim approval rates and reduce rejection cases. • Ensure proper documentation and adherence to manufacturer policies. 4. Financial & KPI Management • Develop and manage after-sales budgets. • Monitor key performance indicators (KPIs), including: o Service revenue and gross margin o Parts turnover ratio o Workshop productivity and efficiency o Customer satisfaction index (CSI) o Warranty recovery rate • Implement corrective actions to improve profitability. 5. Customer Experience & Retention • Ensure high levels of customer satisfaction and loyalty. • Handle escalated customer complaints effectively. • Implement retention programs and service campaigns. • Promote service contracts and extended warranties.  6. Team Leadership & Development • Recruit, train, and supervise service advisors, technicians, parts personnel, and warranty staff. • Set performance targets and conduct regular performance evaluations. • Develop training plans to enhance technical and customer service skills. • Foster a culture of accountability and teamwork. 7. Sales & Business Development • Drive after-sales revenue growth strategies. • Promote upselling and cross-selling of services and parts. • Implement service marketing campaigns. • Develop fleet and corporate service programs where applicable. 8. Compliance & Safety • Ensure compliance with health and safety regulations. • Maintain workshop safety standards and equipment maintenance. • Ensure environmental compliance and proper waste disposal procedures. Required Qualifications • Bachelor’s degree in Business Administration, Automotive Engineering, or related field. • 8–10 years of experience in automotive after-sales operations. • Minimum 3–5 years in a managerial role. • Strong understanding of automotive service processes and workshop operations. • Experience working with OEM standards and dealer management systems (DMS). • Financial acumen and experience managing budgets and KPIs.