Objective:
       Monitor responsible dealer/workshop aftersales service level in all aspects, provide hands on support and solutions on daily basis.
      ?Maintain MTBC & responsible dealer’s competitive edge in the market and strive for transparency.
      ?Manage & supervise responsible dealer’s business development, monitor and analyze dealer KPI.
      ?Assist MTBC service manager to formulate aftersales KPI index for responsible dealer, analyze & report.
      ?Assist responsible dealer to build their service team, ensure the technical level and service quality of service team which fulfill MTBC standard.
      ?Monitor MAN guideline/policy/process implementation on service, warranty & goodwill, SSD, maintenance accuracy and DMS in responsible dealers, and develop effective concepts to consistently improve technical competence within responsible dealer/workshop
      ?Monitor responsible dealer/workshop RC/TI execution to ensure assigned RC/TI complete and claim in time
      ?Offer technical support and counsel to local & responsible MTBC sales manager, to improve CXI and sales.
      ?Support MTBC & responsible dealer part dept. and assist them to achieve or exceed their parts sale target
      ?Conduct annual warranty audit for assigned dealer/workshop
      Task description
      Main tasks
      1 Responsible dealer aftersales team operation and dealer management.
      Optimize and carry out after-sales activity, ensure that all service work is conducted conform to MAN standard processes and guidelines.
      ?Monitor & examine the monthly / yearly KPI target, analysis the data and give realistic suggestion.
      ?Ensure workshop management quality, on-site work quality based on MTBC -ND standard
      ?Be consistently implement dealer standards in line with MTBC and local customer expectations but within compliance.
      ?Work and focus on business improvement and evaluate aftersales business
      Improvement plan and KPI target.
      ?Take responsible for RC/TI execution including on time claiming and parts availability at dealer level
      ?Provide hands on support, guidance whenever needed.
      2 Ensure the service level of responsible dealer / workshop meeting Standards
      ?Visit dealer at least once a quarter. Make Workshop Support Action Plan and follow up on improvement plan
      ?Co-ordinate with dealer to jointly visit customer with the aim to improve CXI.
      ?Analysis the management policy and find possible reasons / shortcomings why targets can’t be met and KPI cannot be achieved.
      ?Monitor & Supervise the dealer to complete the recall & warranty work timely and accurately.
      ?Collect and evaluate reasonable technical requirements from dealer / workshop and feedback to service manager. Fully assist service manager to formulate action plan.
      ?Actively support dealer/workshop to handle customer complaints. In case of difficulties consult with & report to MTBC service manager and / or head of aftersales and give proposal.
      ?Maintain and enhance customer satisfaction, reduce customer complaint by all means.
      3 Cooperation with other dept.
      Cooperate with regional sales manager to jointly visit KA & KAW customer and dealers / workshops according to requirement.
      ?Support regional sales manager with local sales promotion \ activities \ technical support.
      ?Coach and supervise the dealer to implement SCP and follow up in cooperation with ND.
      ?Cooperate & coordinate with MTBC training dep. about effective training program for dealer
      ?Assist part department and help the dealer to achieve part sales target.
       Feedback irregularities and OEM part information to aftersales manager
      ?Support dealer/workshop to promote aftersales product and provide on-site support.
      ?Provide market information to marketing department
      ?Support marketing activities in local area.
      ?Support RMC manager with RMC related issues
      4 Support service project in new service region
      ?Analyze local service market and KPI data with service manager, give suggestions
      ?Support service work and part of activities of new dealer; give suggestion about workshop equipment, tools and SCP.
      ?Observe and analyze the competitor‘s service network and track their activities
      5 Others
      ?Other tasks to be specified by the superior.
      Knowledge：
      ?Automotive expertise
      ?MAN brand and products
      ?Workshop Operations
      ?Warranty Process
      ?SCP Process
      Skills：
      ?Excellent communication skills
      ?Familiar with MANCATS / GA online, ASP, SSD, Mantias, Mandis & DMS
      ?Analytical skills
      ?Driver‘s licenses
      ?English language skill, good in reading/writing and able to communicate
      Competencies:
       ? > 5 years working experience in Commercial Vehicle After-Sales industrial with hands-on experience
       ? Experience in commercial vehicle dealership is preferred
       ? Experience of dealership management is a strong plus
       ? Service awareness
       ? Good problem-solving skills
       ? Responsibility, initiative, open minded
       ? Rational & logics thinking
       ? Ability to work under pressure and to handle complexity, uncertainty and multi-task.
       ? Target-orientation, attention to details.