Job Description
Energis is recruiting for an Aftersales Manager for our growing engineering client based in South Down.
You will oversee a small team and be responsible for providing a responsive, efficient and cost effective after sales service to customers,
which exceeds their expectations.
Responsibilities:
· Identify, assess and approve repair subcontractors, establish SLAs and terms, and coordinate response activity as required.
· Undertake customer relationship management activity, source feedback on quality of product and the service from the organisation
· Create SLAs for dealers.
· Maintain updated customer pricing booklet to ensure speedy and accurate quotations for repair.
· Liaise with customers on breakdowns and spare part requirements to include creating recommended spare parts lists for dealers.
· Undertake Monthly Warranty Analysis and report on results
· Analyse warranty claims and initiate investigation into each warranty claim to identify recurrent quality / engineering / supplier issues and report Monthly to Senior Management Team on findings.
· Identify, communicate and implement opportunities for continuous improvement and measure their effectiveness.
· Report non-conformances to Quality Manager to facilitate investigation, and contribute to the improvement of product quality.
· Follow up on supplier issues and arrange charge backs.
· Set departmental goals and monitor progress toward them on a weekly, monthly and annual basis.
· Manage attendance within the team.
· Plan training for team members, in conjunction with the business requirements.
· Induct, coach and develop team members, provide feedback on performance.
· Undertake one-to-ones to review performance & plan objectives with Team Members
Criteria:
· Prior experience in an aftersales / warranty role
· A passion for delivering excellent customer service
· IT Skills – proficient in the use of Microsoft Office applications
· Excellent organisational abilities, with a keen eye for detail and the ability to manage multiple tasks.
· Ability to work well within a team environment.
· Strong verbal and written communication skills
Salary is negotiable depending upon experience.