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Regional Service Manager DACH (Automotive)
We are working on behalf of a globally recognised automotive brand to recruit a Regional Service Manager who will be responsible for all aspects of the after sales functions including product feedback, warranty management, training technical staff in the dealerships, supporting channel partners for all aftersales functions, ensuring customer satisfaction and growing the spare parts business within the DACH region.
Ideally based in the SW of Germany near Baden-Baden, the Regional Service Manager will report to the Regional Manager – DACH and will be responsible for executing the after-sales business strategy roadmap across Germany, Austria and Switzerland.
Key responsibilities will include:
Regional After Sales Operations
- Manage the country’s after sales operation through team members to ensure the dealer network is supported and guided on dealer profitability, service success, spare parts operations, training, managing customer feedback / complaints, providing product feedback and market action / countermeasure implementation, managing warranty claim administration & reimbursement, complete dealership assessments and evaluate dealer’s after sales processes – all with a focus on total customer satisfaction.
- Support distributors in Switzerland and Austria for spare parts providing product feedback, service training, market actions, warranty claim administration & reimbursement, customer complaint management etc.
- Be aware and report on competitor activity, sharing good practice and aftermarket intelligence.
Dealer After Sales Network Management
- Complete dealership assessments, evaluating dealers after sales processes with a focus on total customer satisfaction.
- Ensure that the dealers maintain their profitability by covering various aspects of business-like-service vehicle reporting, spare parts operations, warranty operations etc.
- Ensure dealer’s service infrastructure are in line with company standards and are ready for new product launches.
- Analyse channel partner’s performance identifying areas for improvement as well as to devise and implement strategies to improve channel partners performance.
- Implement and maintain service standards, monitoring their effectiveness.
Product Concern Resolution, Product Quality and Warranty Administration
- Monitor field issues and reporting back into the organisation.
- Monitor customer complaints and quality issues, working towards problem resolution.
- Capture ‘the voice of customers’ through surveys and implementing customer feedback as well as recommending desired factory modifications to the bikes.
- Execute aftermarket/service campaigns from within the company and in line with strategic plans.
- Manage warranty administration and reimbursement / failed part inspection at dealers’ facility and through technical managers.
Training and Manpower Development
- Identify training needs and ensure the dealer network is sufficiently trained.
- Train on new models providing refresher courses to dealers as launch plans.
- Ensure the availability of trained manpower in all service outlets and dealers.
- Conduct competency tests to identify training needs of channel partner personnel.
- Implement best practices amongst the channel partners to constantly improve workshop operations and report back to the factory for results and course correction.
Service Network management
- In-use bike mapping to support channel partners in identifying service network expansion.
To support this role, you will ideally have:
- Experience in managing aftermarket functions in the two wheel / automotive industry with experience in countrywide/DACH dealer sales & service.
- A complete understanding of dealership/distributor operations in the areas of service, parts & accessories and warranty.
- Speak German and English.
- A suitable degree in either a technical or commercial subject.
- A motorcycle licence A1 and be a frequent rider.
- A brilliant track record of leading, driving and developing teams.
- Understand the motorcycle market including relevant government agencies as well as EU standards and relating legislation.
- The ability to travel and support market direct engagement.
Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.
In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.
6877754 – Matthew Heath