Description
Key Responsibilities:
The responsibilities for the position of Country Aftersales Manager, are
broken down as follows: Local, Regional and Global.
Local Retail business Management
Lead dealers to complete AMEO Business Plan (BP) w/ focused and targeted
action items to achieve Service retention, Retail Parts Customer Pay Sales
out Targets, SSS, Fixed Operations Gross Profit, FIRFT and overall related
elements, Training Certification objectives, Retail Standards, Defined
Customer Focused critical metrics and Service Capacity requirements
Review BP action items and plans monthly
Consult with dealers to ensure financial health by improving profitability
Review monthly Retail Parts KPIs and consult dealer on sales out trend and
margins
Track dealer on RIM compliance and ensure optimal RIM utilization.
Liaise with MEDC to resolve any dealer Back order/ open order for part
critically required at the dealership
Integrate Dealer's Service and Parts departments streamlining both overall
operation and performance
Provide market intelligence, opportunities or risks seen in the market and
analyzing market potential that paves way to setting up annual dealer
business plan (and dealer annual retail objective).
Communicate monthly dealer specific retail Customer Pay parts sales out
objectives, and continuously track performance.
Lead successfully assigned budgets as specified by supervisor
Implement initiatives as agreed with supervisor per annum and based on
agreed deadlines
Focus will be on sales out growth of GM Parts through assigned Dealers'
mechanical workshops, body shops, branded Quick Services, ACDelco Service
Centers and across the retail parts counters to ensure dealer retail parts
customer pay sales out targets are met and exceeded
Local Service Ops and Warranty Management
Drive dealer's compliance to GM Warranty Policies and Procedures
Provide technical support and solutions to dealers on technical issues
including on-site Technical assistance & coach dealers on usage of proper
strategy-based diagnosis (SBD) to achieve high Fix- It –Right-First-Time
Drive product Quality improvements through submission of Product quality
reports (PIR) through dealers and support any engineering
activities/Investigations for problem resolution
Improve quality of repair to the highest level possible, support dealer
management in identifying relevant action plans with specific technical
inputs for development and execution of business plans
Ensure dealer's warranty administration processes and performance
indicators meet/exceed the set regional standards including conducting
monthly warranty review of dealerships and eliminate warranty waste
thereby achieving Warranty KPI's
Drive AMEO Field action completion rate with special focus on Safety
recalls and ensure robust dealer processes to support recall related
communication with customers
Ensure workshop and reception have trained staff to perform quality
service through dealer's compliance to minimum training standards and
service certification
Manage customer support initiatives including Tire assistance programs,
courtesy vehicles, Trade- in Assists/buybacks, loyalty certificates etc.
as well as assist dealers to resolve raised & high- profile customer
complaints related to service including working with dealers on action
plan to avoid reoccurrence
Act as first point of contact for Technical and warranty related queries
raised by Local Consumer Protection Departments or Ministries and work
with dealers to maintain cordial relationships with the various
authorities especially on critical customer cases registered with them
Drive dealers to ensure optimal level of technical and warranty service is
available to large fleet customers to enhance Fleet ownership experience
Required Knowledge, Skills, Experience and
Competencies
Knowledge and Experience:
Min 3-5 years professional experience in the automotive industry
Customer care/experience management
In depth knowledge of automotive technology, engineering principles as
well as expertise in vehicle servicing practices/methods & standards
Strong Knowledge of dealer business management
Bodyshop Management Experience
Service Management Experience
Retail Parts Management Experience and Financial After Sales Business
Acumen
Experience in handling customers including managing complaints
Education:
College degree in engineering or equivalent – preference in automotive
specialization.
MBA is an added value
Skills:
Communication skills
Excellent computer skills in MS Office, particularly in MS Excel and
PowerPoint
Excellent written and oral skills in English, Arabic Language Proficiency
is a plus
Excellent analytical skills to be able to interpret data and good
presentation skills
Competencies:
Problem Solving
Relationship Building
Creativity
Dealing with ambiguity
Customer Focus and an Eye for business
Functional/Technical Skills
Decision Quality
Managerial Courage
Organizational Agility
Negotiation Skills
#LI-DY
Additional Description
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion
and we embrace the responsibility to lead the change that will make our world
better, safer and more equitable for all.
Why Join Us
We aspire to be the most inclusive company in the world. We believe we all
must make a choice every day – individually and collectively – to drive
meaningful change through our words, our deeds and our culture. Our Work
Appropriately philosophy supports our foundation of inclusion and provides
employees the flexibility to work where they can have the greatest impact on
achieving our goals, dependent on role needs. Every day, we want every
employee, no matter their background, ethnicity, preferences, or location, to
feel they belong to one General Motors team.
Total Rewards Benefits Overview
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can focus on realizing your ambitions. Learn how GM supports a rewarding
career that rewards you personally by visiting Total Rewards resources.
Diversity Information
General Motors is committed to being a workplace that is not only free of
discrimination, but one that genuinely fosters inclusion and belonging. We
strongly believe that workforce diversity creates an environment in which our
employees can thrive and develop better products for our customers. We
understand and embrace the variety through which people gain experiences
whether through professional, personal, educational, or volunteer
opportunities. GM is proud to be an equal opportunity employer.
We encourage interested candidates to review the key responsibilities and
qualifications and apply for any positions that match your skills and
capabilities.
Equal Employment Opportunity Statements
The policy of General Motors is to extend opportunities to qualified
applicants and employees on an equal basis regardless of an individual's age,
race, color, sex, religion, national origin, disability, sexual orientation,
gender identity/expression or veteran status. Additionally, General Motors is
committed to being an Equal Employment Opportunity (EEO) Employer and offers
opportunities to all job seekers including individuals with disabilities. If
you need a reasonable accommodation to assist with your job search or
application for employment, email us at Careers.Accommodations@GM.com or call
us at 800-865-7580. In your email, please include a description of the
specific accommodation you are requesting as well as the job title and
requisition number of the position for which you are applying.
