Department: After Sales
Section / Unit: N/A
Reports to: Brand Manager – Yamaha
Work station: Head Office
Direct Reports:
Parts sales supervisor
Technical and service supervisor
Field sales executive Yamalube and network
Indirect Reports:
Service advisor
Service administrator
Workshop supervisor technicians
Job Purpose: The Aftersales Manager develops and implements an After Sales Strategy that supports the achievement of the Yamaha targets in Parts and Service, as well as market share.
Main Responsibilities of the Job
Managerial/Supervisory
Develop and implement an Aftersales strategy for Yamaha that contributes towards the achievement of the overall Yamaha business target
Develop and implement Aftersales policies and procedure that provide guidelines for the implementation of the after sales strategy, to ensure full compliance with the TKEN and YMC requirements
Develop and implement a budget for After Sales to ensure sufficient allocation of resources required for the implementation of the Aftersales strategy
Manage the expenditure for the department to enhance efficiency in the utilisation of the department budget, in support of the TKEN cost management strategy
Liaise with YMC on After Sales support including technician skills upgrading, parts supply, workshop tools requirements and competitor analysis to support the delivery of competitive services that enhance the growth of the market share
Monitor the performance of Technicians and Parts Sales Representatives to ensure maximum productivity and increased parts sales for the Yamaha brand.
Operational Responsibilities
Monitor parts stock status to recommend to the Procurement department for restocking when required
Request for bulk Parts imports from suppliers to ensure availability of necessary parts for timely service delivery to customers
Recommend the purchase of new equipment for the service department to ensure minimal disruption to service operations, as well as quality and timely service to customers
Carry out periodic visits to Yamaha dealers to assess and support their parts and service operations
Facilitate the preparation of Government and big fleet tenders for Yamaha parts and service with the aim of generating revenue
Recommend training for Aftersales Team and Dealers to boost Yamaha After sales capability in the provision of quality services.
Respond to audit queries raised by both internal and external auditors and institute measures to ensure compliance in identified gaps
Respond to and resolve complaints on Parts availability from Clients, Branches, Dealers and workshops to ensure minimal disruption to business processes due to parts unavailability
Knowledge, Skills and Experience
Minimum level of academic and professional qualification required to perform effectively in the role
Bachelor’s degree in Mechanical Engineering from a reputable institution
Relevant advanced diploma from a recognised institution
Minimum level of experience required to perform effectively in the role
8 years of relevant working experience, with 3 years in a managerial position in an organisation of similar size in operations
Working Relationships
Internal customers
Yamaha Sales
CPD (Central Parts Depot)
HR & Admin
FMS (Fleet Management Services)
TKEN branches – Mombasa, Kisumu, Eldoret, Lodwar, Nyeri
External Customers
Yamaha Customers
Yamaha & Toyota Dealers
TKEN suppliers
YMC (Yamaha Motor Corporation – Japan)
Competencies
Technical
Automotive Aftermarket
Dealer Management
Technical Support
Quality management
Warranty management
Parts management
Technical training
Inventory management
Warehouse management
Customer retention
Computer literacy
Basic Accounting knowledge
Knowledge in Budgeting
Knowledge of professional standards
Knowledge of relevant legislations
Occupational Health and Safety management
Compliance management
Functional
Report writing- ability to develop reports
Presentation skills
Strategic planning
Kaizen
Behavioral
Business acumen- knows how business works; knowledgeable in current and possible future policies, practices, trends, technology and information affecting the business; knows the competition; is aware of how strategies and tactics work in the market place
Strategic agility – Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can create competitive and breakthrough strategies and plans; can articulately paint credible pictures and visions of possibilities and likelihoods
Perspective – Looks toward the broadest possible view of an issue/challenge; has broad-ranging personal and business interests and pursuits; can easily pose future scenarios; can discuss multiple aspects and impacts of issues and project them into the future
Technical learning – Is good at learning new industry, company, product or technical knowledge
Quality decisions – Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of your solutions turn out to be correct and accurate when judged over time
Problem solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; is excellent at honest feedback; looks beyond the obvious and doesn’t stop at the first answers; probes all fruitful sources for answers
Interpersonal skills – Is self-aware, and has ability to relate with people across all levels of seniority as appropriate, to ensure achievement of personal targets
Organisational positioning skills – Understanding of organisation structure both formal and informal, is sensitive to how people and organisations function; anticipates where the landmines are and plans his/her approach accordingly; views politics as a necessary part of organisational life and works to adjust to that reality.
Energy and drive – Has speed and agility: taking quick and timely action; seizes more opportunities than others, pursues everything with energy, drive and a need to finish; seldom gives up before finishing especially in the face of resistance or setbacks
Integrity and trust – Trusted individuals who can present the unvarnished truth in an appropriate and helpful manner, keeps confidence, admits mistakes, doesn’t misrepresent themselves for personal gain