Job Responsibilities:
1. Standards Development & Governance:
- Develop, document, and maintain comprehensive global standards, SOPs, and service level agreements for all aftersales distributors and dealers.
- Lead the annual store assessment and grading program to measure compliance and performance.
- Conduct regular audits and checks to ensure adherence to policies and work towards best-in-class service benchmarks.
2. Performance Management & Business Excellence:
- Define, set, and communicate key performance indicators (KPIs) and targets for the aftersales network.
- Monitor, review, and report on channel performance, providing insights and coaching to distributors/dealers to achieve excellence.
3. Technical & Operational Readiness:
- Assess and report on the readiness of the service network to support new product launches and existing vehicle models.
- Lead the evaluation of Integrated Logistics Support (ILS) adequacy across the network, including:
- Special tooling and diagnostic equipment.
- Facility suitability and workshop layout.
- Technician skills and training needs.
- Manpower planning and technical documentation.
- Collaborate closely with the Engineering & Technical Support team to conduct these assessments.
4. Training Support:
* Support the HQ training department in the planning and development of training centre curricula to ensure non-technical and soft skills meet brand standards.
Qualifications and Experience:
* Bachelor’s degree in engineering, Business Management, Automotive Technology, or a related field.
* Minimum of 3-5 years of experience in automotive aftersales, with significant exposure to dealer network management, standards development, or service operations.
* Proven experience in developing SOPs, conducting audits, and implementing performance management systems (KPIs).
* Strong analytical skills with experience and root-cause investigation.
* Excellent knowledge of workshop operations, parts logistics, and technical service requirements.
* Experience with DMS and other aftersales IT systems is essential.
* Project management experience is highly desirable.
