Head of Aftersales Service

Job Description : HEAD OF AFTERSALES SERVICE THAILAND ( EXPATS) The Head of Dealer Development Manager (x1 vacancy) job with managerial opportunity in a prestigious organisation based in Bangkok has just become available. We are seeking an experienced and motivatedAftersales & Service Manager to join our dynamic team at our client company. As theAftersales & Service Manager, you will play a pivotal role in ensuring exceptional customer satisfaction by overseeing all aspects of ouraftersales services, customer care and Warranty. You will be responsible for managing service operations, customer interactions, team performance, and strategic initiatives to enhance the overall ownership experience for our customers. This role offers a competitive base salary with attractive benefits. In charge of Service Operations Management Lead and manage the aftersales service department, including service advisors, technicians, and support staff. Develop and implement efficient service processes, workflow, and scheduling to optimize service capacity and minimize customer wait times Monitor and ensure the quality of service repairs, maintenance, and installations, adhering to the brand's standards and guidelines Build and maintain strong customer relationships by providing excellent service and addressing customer inquiries, concerns, and feedback promptly Handle escalated customer issues with empathy and professionalism, striving to resolve them to the customer's satisfaction Monitor key performance indicators (KPIs) such as customer satisfaction scores, service efficiency, technician productivity, and revenue generation Prepare regular reports on departmental performance, highlighting areas for improvement and presenting solutions Manage inventory levels of parts and supplies, ensuring an adequate stock to support service operations while minimising excess inventory Collaborate with procurement to source quality parts at competitive prices and maintain relationships with suppliers Identify opportunities for upselling and cross-selling of services, parts, and accessories to enhance revenue generation Collaborate with the marketing team to develop campaigns and promotions that drive service department traffic and customer engagement Contribute to the development and execution of the brand's aftersales and service strategies to align with company goals and objectives Stay updated with industry trends and advancements to ensure the brand's service offerings remain competitive and innovative Bachelor's degree in Business Administration, Automotive Management, or related field (Master's degree is a plus) Proven experience (15+ years) in aftersales and service management within the automotive industry Strong understanding of automotive service processes, including repair, maintenance, diagnostics, and customer interactions Excellent leadership and interpersonal skills, with the ability to inspire and motivate a diverse team Exceptional customer service orientation and problem-solving abilities Proficiency in using relevant software and systems for service management and reporting Strong analytical skills to interpret data and make informed decisions Excellent verbal and written communication skills Proven ability to drive process improvements and implement best practices Results-driven mindset with a track record of achieving targets and KPIs

---

Back