Job Summary:
The After-Sales Manager is responsible for overseeing the overall performance of the Service and Parts departments, ensuring exceptional customer satisfaction, profitability, and operational efficiency. This role involves planning and implementing strategies to strengthen after-sales performance, lead and develop teams, manage customer relationships, and uphold Toyota standards of quality and service excellence.
Key Responsibilities:
- Department Management:
- Lead and supervise the Service and Parts departments to achieve sales targets, operational goals, and customer satisfaction benchmarks.
- Develop and implement service strategies, maintenance packages, and customer care programs to enhance retention and loyalty.
- Monitor the performance of service advisors, technicians, and parts personnel to ensure high productivity and adherence to standards.
- Customer Relationship Management:
- Address and resolve customer complaints and issues in a professional and timely manner.
- Enhance customer experience through personalized after-sales services and follow-ups.
- Ensure consistent implementation of Toyota’s Customer Service processes and guidelines.
- Team Leadership and Development:
- Train, motivate, and evaluate team members to improve service quality and efficiency.
- Promote a culture of continuous improvement, teamwork, and accountability.
- Marketing and Strategic Planning:
- Plan, develop, and execute marketing activities, promotional campaigns, and service events to drive after-sales growth.
- Collaborate with other departments to align after-sales strategies with overall dealership objectives.
- Operations and Compliance:
- Ensure compliance with Toyota operational standards, safety regulations, and company policies.
- Review financial reports and operational data to identify opportunities for enhancing cost efficiency and improving customer service.
QUALIFICATIONS:
- Must possess at least a Bachelor’s Degree
- Minimum of 3 years of proven experience in after-sales, service management, or dealership operations
- Strong automotive technical knowledge is an advantage
- Experience in planning and executing marketing campaigns and strategies
- Excellent communication, interpersonal, and negotiation skills
- High level of organizational, analytical, and problem-solving abilities
- Able to perform well under pressure and handle conflicts with professionalism
Note: This is a general job description. Specific responsibilities, qualifications, and expectations may vary depending on the actual role and operational requirements within Toyota Iligan.
