Aftersales Planning Manager

Financial Job Dimensions

Degree of supervision

General supervision over operational activities

Level of Authority

General Authority over daily functional operation

Purpose of the Job

Key Supporting Role in arriving at Service Strategic Planning derivatives based on Data Driven Interpretation & Business Plans to Middle & Top Management.  Aligning of Operational Inputs to derive at Consensus driven Business strategies with President Vision Mission & Growth Plans

Key Accountabilities: Description

• Customer Paid Unit Service by Channels 
• Customer Delight Excellence Award – TMC Gold Award Program 
• Calculate & report Customer Retention rate
• Technician Certification Rate

Key Accountabilities: Performance Indicators

• No. of CPUS units
• Achievement of Award
• Customer Retention Rate
• % Certification Rate

Major Activities

1. Compiling and reporting Service Business Targets in terms of Customer Paid Unit Service (CPUS), CPUS Sales, Customer Retention from Channels based on Strategic growth plans & Service Capacity Plans and in line with TMC’s CDEA distributor Award.
2. Prepare ALJ Aftersales Roadmap by coordinating various departments in ALJ and align with TMC Roadmap guide.
3. Execute long term Strategies and business plan for Service Business aligning with ALJ Motors Hoshin and direction.
4. Monitor Technician Certification rate by Channels and develop action plans with the channel to achieve the certification targets defined by TMC.
5. Communicate within GSO & with TMC Field Operations manager for reporting of Distributor level Key performance Indicators on periodical basis.
6. Support the operational department in implementing processes and systems that ensure adherence to service policies and procedures.
7. Prepare documentation to support the overall Service targets agreed with TMC & ALJ Motors.
8. Prepare & Present monthly department presentation based on Hoshin and agreed TMC targets.
9. Design of Effective Monitoring tools in the form of System-driven Business reports for achieving Planned Targets and other Key Performance Indicators & for Management reporting.
10. Continuous Improvement Kaizen in Estimation methodologies for Business Targets to arrive at more realistic Targets for continuous business growth and effective monitoring.

Job Context

The job has direct impact over data analysis and its validity, and correlation
The job has direct impact over maintaining the dashboard and data consolidation
The Job has a direct impact over customer satisfaction

Framework, Boundaries & Decision Making Authority

• The job holder has an important role in defining data validity and reporting
• The job holder has the freedom to develop & monitor Service Business dashboard to monitor

Organizational / Functional Strategic Focus

• The job has an indirect strategic role in supporting the management decision making by providing data analysis
• The job has an indirect strategic role in improving the guest services by applying customer centric approach /Focus

Minimum Qualifications

Bachelor – Mechanical / Automotive / Production / Industrial Engineering

Minimum Experience

5 years of Experience in related field 

Job-Specific Skills

• Time Management, Management of Personnel Resources, Monitoring and Implementation
• Active Learning, Problem Sensitivity, Deductive Reasoning, Good knowledge of different business functionsIn Depth Knowledge in Automobile Distributorship related Service Operations, Standards, Procedures, Policies and Toyota Business Practices
   

Languages

English / Arabic

Special Certifications / Membership

• Membership with Saudi Council of Engineer (SCE) is a must
• SAPSD certification is a plus, SAP S4HANA Sales certification is Plus. 
• SAP Commerce Hybris Cloud Business User is Plus
   

Competencies