Area Aftersales Manager

Selangor
Permanent
Full-time

8 days ago

Company : Sime Darby Beyond Auto Sdn. Bhd.Periodically monitor and review the performance indices as set out below with the Dealer network to ensure strict adherence to the Service Excellence Standards and other stipulated guidelines.Customer Experience:

Monitor Customer satisfaction results.
Customer complaint case management (facilitate communication with Principal where necessary)
Measure and monitor Customer complaints as a ratio to VTP

Parts KPIs:

Monitor Parts purchase targets (monthly, quarterly and YTD)
Monitor Stock and VOR purchases as a % of total orders (monthly, quarterly, annually)
Monitor Revenue per VTP (parts, lubricant, and total revenue)
Monitor Dealer Parts turnover days.
Monitor Parts debtors aging.
Monitor Technical recall campaign completion rates.

Vehicle throughput:

Measure VTP (measured as closed RO)
Measure and monitor Dealer Retention rates
Monitor dealer WIP.

Warranty:

Monitor Warranty claim submission times.
Monitor Warranty claim rejection rates.

Training:

Ensure all Principal required training targets are achieved.

Audits:

Carry out ad hoc audits against principal retail standards.
Carry out annual Principal retail standards audit.

Through monitoring dealers’ service operation, provide suggestions and assist to implement continuous improvement activities.Ensure dealers adhere to customer complaint resolution timeframes.To update management on projects, improvement activities progress and status reports.

Sime Darby

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