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Manager - Aftersales Service | AGTL | Lahore, Pakistan

Date: 12-May-2021

Location: Pakistan, 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.

 

 

JOB PURPOSE

The purpose of the role is to support the Head of Aftersales and Spare Parts in developing and establishing the best service operations at AGTL and the dealer network and providing the highest customer service level with a sales-minded attitude to develop lasting customer relationships, ultimately resulting in AGTL products re-purchase.

 

KEY ACCOUNTABILITIES:

Planning and Budgeting:

  • Prepare, monitor and control the annual service departmental plan and budget, taking into account the Units in Operation, future unit sales forecast, and past performance to improve customer loyalty and customer retention.
  • Monitor and report the actual budgetary spending with break-up on various activities to Head of Aftersales and Spare Parts.
  • Monitor business KPI's and prepare reports for the management.

Dealer Staff Training:

  • Prepare Technical Training plan and courses for dealer staff to efficiently repair the AGTL tractors and improve FRFT (Fix it right first time) ratio.
  • Conduct training of dealer staff to improve dealer service operations.
  • Prepare dealer's service operations manual.

Field and Warranty Operations: 

  • Manage nation-wide field and warranty operations by ensuring minimum warranty solving days.
  • Prepare parts requirement forecast to efficiently handle warranty complaints based on historical trend and on-hand stock levels.
  • Prepare forecasts of parts requirement for new models' warranty operations and ensure availability before the new model's launch.

Quality Improvement Feedback:

  • Liaison with the concerned department to improve the product's quality based on field failure analysis and customer surveys.
  • Maintain awareness of technical development in industry and customer changing needs to ensure that the company maintains its competitive position.

Dealer Targets Setting & Monitoring:

  • Assign dealer wise service incoming targets after analyzing their historical sales potential, build an effective relationship with the dealer network, and ensure mutual benefit and target achievement.
  • Monitor dealer-wise results for improvement.
  • Maximize service incoming at the AGTL dealer network to improve spare parts sales.

Dealer Audits & Dealer Improvement Plans:

  • Conducting Regular Dealer Audit for service operations to check on the facilities and operational standards.
  • Develop improvement plans for low performing dealerships and get them implemented.

Field Test and Trials:

  • Planning and management of nation-wide field test and trial of products to determine improvement required.
  • Liaison with the concerned departments for implementation improvements proposed.​​​​​​​

 

Minimum Qualifications and Knowledge:

  • BSc. Agricultural engineering / BSc. Mechanical Engineering from a renowned university.
  • Excellent communication and interpersonal skills in both English and Urdu.
  • Experienced Computer User, familiar with ERP systems such as SAP and MS Office.
  • Experienced in financial analysis, strategy and budget development.

 

Minimum Experience:

  • Must have a minimum of 08 years of work experience in the Pakistani automotive industry, preferably with a leading global OEM.
  • 5 years plus experience in after sales department functions, i.e. service planning, budgeting, field & warranty operations management, technical and trainings.

 

Job-Specific Skills:

  • In-depth understanding of automotive business, aftersales operations and dealer service business in Pakistan.
  • Ability to manage a large team and effectively manage nation-wide operations.