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Deputy Manager - Aftersales & Spare Parts ( Islamabad) | AGTL | Pakistan

Date: 18-Apr-2021

Location: Karachi, PK

Company: Al Futtaim Private Company LLC

Al-Ghazi Tractors Limited, the subsidiary company of Al-Futtaim group of Dubai, is a story of rollicking success. With consistent corporate achievements, the company is recognized for corporate excellence and “Best Corporate Performance”.

 

With its head office in Karachi, the AGTL plant at Dera Ghazi Khan, manufactures New Holland (Fiat) tractors in technical collaboration with CNHI - Case New Holland, the Number One manufacturer of agricultural tractors in the world. The AGTL plant, an icon of engineering dynamics operates on high efficiency. With Quality Control and Quality Assurance, quality improvement systems exist at every level. One of our mission statement reads: “Our most enduring competitive edge is the quality of tractors”.

 

Come join us to live well, work better, and be the best.

 

 

ROLE PURPOSE & CONTEXT:

This role aims to resolve customer complaints in the minimum possible time and enhance spare parts and lube sales in the North region, comprising 08 3S dealerships and 82 workshops.

The incumbent must be familiar with handling customer complaints and spare parts sales in the automotive sector.

The job holder is responsible for providing the highest customer service level with a sales-minded attitude to develop lasting customer relationships, ultimately resulting in AGTL products re-purchase in the North Region.

 

KEY ACCOUNTABILITIES:

Warranty and Field Complaints:

  • Respond rapidly to any customer complaint so that the problem is speedily resolved to the customer's satisfaction.
  • Manage field visits in the North region in the minimum possible time.
  • Negotiate with customers in the event of any claim against the company policy.

Field visit reports & Quality Feedback:

  •  Analyze field complaints and failures regularly and prepare field complaint reports.
  • Maintain regular contact with customers and dealerships to ensure continuous feedback about the quality of products and services supplied.
  • Maintain awareness of technical development in industry and customer changing needs in the region to ensure that the company maintains its competitive position.

Spare Parts and Lube Sales in North Region

  • Generate spare parts & lube sales through the dealer network & their affiliated workshops to achieve annual assigned sales target.
  • Monitor the dealer performance in terms of spare parts & lube sales and take remedial actions necessary to ensure that sales targets are met.

Dealership & Workshop Operations:

  • Conduct regular dealer's & workshops audit to check operational performance, prepare and implement improvement plans.
  • Record incoming service data of dealerships & workshops in the North Region.
  • Conduct service campaigns if needed.

Warranty Parts Management:

  • Prepare requirement of parts for warranty claims and maintain adequate stock for the region's speedy resolution of warranty complaints.
  • Maintain up-to-date records of all stock movements to ensure optimum stock levels are maintained with almost zero discrepancies.
  • Implement regular stock take at the warehouse to reduce discrepancies.

Expansion of Workshops Network:

  • Develop and enhance workshops network in North region as per the company policy.

 

Minimum Qualifications and Knowledge:

  • BSc. Agricultural engineering / BSc. Mechanical Engineering.
  • Excellent communication & interpersonal skills in English, Urdu and preferably Pushto.
  • Experienced Computer User, familiar with ERP systems and MS Office
  • Good analytical and problem-solving skills.
  • Candidate must have a flexible attitude towards working hours as frequent travelling is required.

 

Minimum Experience:

  • Must have minimum 3-5 years relevant work experience preferably in the automotive industry.
  • Thorough knowledge of the technical processes involved and knowledge of industry.

 

Job-Specific Skills:

  • Understanding of service business, aftersales operations and spare parts business in Pakistan.
  • Ability to maintain and enhance customer satisfaction.