Dealer Support & Aftersales Operations

• Act as the primary point of contact for dealership service managers and aftersales personnel within the region.

• Provide guidance on best practices for service processes, workshop efficiency, and customer service.
• Monitor and ensure adherence to OEM standards, policies, and procedures across all service centres.
• Review and resolve daily operational queries related to service, repairs, parts availability, and technical concerns.

• Conduct regular visits to dealerships to assess service performance and identify areas for improvement.

Warranty Adjudication & Compliance

• Oversee the warranty claims process for the region, ensuring timely and accurate adjudication in accordance with OEM policies.

• Support dealers with complex or disputed warranty claims, providing necessary technical insights and recommendations.

• Conduct audits on warranty claims to ensure compliance and prevent fraudulent activities.
• Liaise with the central warranty department to address recurring issues and improve claim processing efficiency.

Technical Guidance & Support

• Provide technical expertise to dealership service teams, assisting with diagnostics, troubleshooting, and repair strategies.

• Work closely with the central technical support team to escalate and resolve complex technical concerns.

• Analyze recurring technical issues within the region and implement corrective actions to minimize downtime.
• Support dealerships in implementing field fixes, software updates, and service campaigns.

Training & Development Coordination

• Identify training needs within the region and coordinate technical and non-technical training sessions for dealership staff.

• Ensure service technicians and aftersales teams receive ongoing product training to stay updated with the latest technology and repair procedures.

• Work with FAW Technical department to schedule and facilitate workshops, certification programs, and refresher courses.

• Promote a culture of continuous learning and professional development within the dealer network.

Key Account Management & Customer Relations

• Serve as the primary aftersales contact for fleet customers and key accounts within the region.
• Monitor fleet performance and address any service-related concerns, ensuring high levels of customer satisfaction.

• Conduct regular meetings with fleet customers to review service history, identify recurring issues, and propose service solutions.

• Collaborate with sales and marketing teams to support aftersales promotions, service contracts, and extended warranty offerings.

Parts Support & Inventory Management

• Work closely with the parts distribution team to ensure adequate parts availability at dealerships within the region.

• Assist dealers with backorders, urgent part requests, and alternative supply solutions.
• Analyze regional parts consumption trends and recommend stockholding improvements to optimize service efficiency.

• Monitor dealership compliance with OEM parts stocking and return policies.

Reporting & Performance Monitoring

• Track and analyses aftersales KPIs, including service turnaround times, first-time fix rates, warranty cost trends, and customer satisfaction scores.

• Generate reports on dealership performance, technical issues, and regional aftersales activities.
• Develop and implement improvement strategies based on data insights to enhance regional aftersales performance.

• Present findings and recommendations during Management and Review Meetings

Regional Aftersales Strategy & Business Development

• Contribute to the development and execution of aftersales strategies to enhance customer retention and revenue growth.

• Identify opportunities for service process improvements and dealership network development.
• Support new model launches by ensuring aftersales readiness, including technical training and parts availability.

• Provide feedback to FAW product representatives regarding recurring technical issues and customer concerns.