Overview
Automotive Aftersales Manager Jobs in Riyadh, Saudi Arabia at WETHAQ GROUP
Aftersales Operations Management
- Manage the overall day-to-day operations of the Aftersales Department.
- Develop and implement annual, monthly, and daily operational plans.
- Ensure all service centers and workshops are fully operational and properly equipped.
- Monitor workshop capacity, productivity, and utilization.
- Optimize the vehicle reception, diagnosis, repair, quality control, and delivery process.
- Reduce customer waiting time and vehicle turnaround time.
- Ensure all repairs are completed according to approved technical standards.
- Identify operational bottlenecks and implement corrective actions.
B. Workshop & Technical Service Management
- Oversee mechanical, electrical, electronic, diagnostic, and preventive maintenance operations.
- Monitor technician productivity and efficiency.
- Ensure proper use of diagnostic equipment and workshop tools.
- Monitor recurring technical problems and implement corrective measures.
- Ensure compliance with manufacturer technical procedures and service bulletins.
- Establish and monitor final vehicle inspection procedures.
- Reduce repeat repairs and customer comebacks.
- Maintain high standards of workmanship and technical quality.
C. Spare Parts Management
- Manage spare parts operations, including purchasing, inventory, storage, and issuance.
- Ensure availability of fast-moving and critical spare parts.
- Establish appropriate minimum and maximum stock levels.
- Monitor stock accuracy and conduct regular inventory checks.
- Reduce obsolete, slow-moving, and non-moving inventory.
- Improve inventory turnover.
- Coordinate with Procurement and suppliers to improve pricing and availability.
- Monitor spare parts margins and profitability.
D. Warranty Management
- Manage all warranty operations and claims.
- Ensure warranty claims are submitted accurately and within required timelines.
- Monitor warranty receivables and claim settlements.
- Reduce rejected warranty claims.
- Analyze reasons for claim rejection and implement corrective actions.
- Ensure compliance with manufacturer warranty policies and procedures.
- Maintain accurate warranty documentation and records.
E. Customer Experience & Satisfaction
- Develop and maintain a high-quality customer experience throughout the service journey.
- Monitor Customer Satisfaction Index (CSI), NPS, complaints, and customer feedback.
- Establish effective customer complaint handling procedures.
- Ensure critical customer complaints are resolved promptly.
- Conduct root-cause analysis of recurring complaints.
- Develop customer retention and loyalty initiatives.
- Implement customer follow-up programs after service completion.
- Improve customer retention and repeat-service rates.
F. Financial & Profitability Management
- Prepare and manage the Aftersales annual operating budget.
- Achieve monthly and annual revenue and profitability targets.
- Monitor gross profit and margins for labor, parts, and services.
- Control operational expenses and identify cost-saving opportunities.
- Improve workshop capacity utilization and revenue generation.
- Increase revenue from preventive maintenance and additional services.
- Monitor Average Repair Order (ARO) value.
- Analyze branch/service center profitability.
- Prepare financial and operational forecasts.
G. Aftersales Sales Development
- Develop Upselling and Cross-selling opportunities within service centers.
- Increase sales of:
- Preventive maintenance services.
- Tires.
- Batteries.
- Accessories.
- Vehicle care services.
- Maintenance contracts.
- Extended warranty products.
- Additional repair and maintenance services.
- Train Service Advisors to identify customer needs and recommend appropriate services.
- Monitor service recommendation conversion rates.
- Develop campaigns to increase customer return visits.
H. People Management & Development
- Lead, manage, and motivate Aftersales teams.
- Establish clear objectives and KPIs for all employees.
- Conduct periodic performance reviews.
- Identify staffing requirements and workforce gaps.
- Participate in recruitment and selection of key employees.
- Develop training and development plans.
- Improve technical and customer-service capabilities.
- Develop succession plans for critical positions.
- Ensure compliance with company HR policies and procedures.
I. Reporting & Performance Analysis
Prepare and review regular management reports covering:
- Aftersales revenue.
- Gross profit and margin.
- Number of vehicles serviced.
- Number of repair orders.
- Average Repair Order (ARO).
- Technician productivity.
- Workshop utilization.
- Labor hours available vs. sold.
- Repeat repair / comeback rate.
- Customer satisfaction and NPS.
- Customer complaints.
- Spare parts sales.
- Inventory turnover.
- Obsolete and slow-moving parts.
- Warranty claims.
- Warranty rejection rate.
- Operating expenses.
- Budget vs. actual performance.
- Branch and service center profitability.
Title: Automotive Aftersales Manager
Company: WETHAQ GROUP
Location: Riyadh, Saudi Arabia
