Менеджер Aftersales в Таллинне

Manages developing dealers product support capabilities to improve customer satisfaction.
- Works with direct reports and dealers in connection with product problem resolution in the field
- Manages the processes the Call-Center provides to the company in terms of delivering Customer Satisfaction Measurements (NPS based) in aftersales area.
- Manages efforts to promote required trainings,
technical, and/or management training to dealers, company mployees or customers.
- Coaches other employees to promote professional growth; provides guidance to field staff to manage dealers and customer relationships.
- Makes sure that required Service assessments and warranty audits of dealers are performed timely and with high quality
- Runs break down road-side assistance

Support, control and manage the dealer network concerning service to optimize the results for company;
-Organize training process, create training modules, budgetting training costs. Work out annual training plan for dealers specialists. Deliver field trainings to service personnel of the dealership;
-Sales of original spare parts (special programms) (b2b);
-Be the 1-st representative of the HQ concerning warranty decisions;
-Provide assistance and quality control over the dealers’ service departments in terms of service management, training, ITS, warranty and technical helpdesk;
- Manage service team of the subsidiary;

Ensure correct implementation of policies and dealership processes by VW NFZ dealer network;
- Prepare and approve annual target plans with dealers (main areas to be approved: volume of parts sales, volume of accessories sales; quantity of hours to be sold to customers; quantity of through-puts to be fulfilled; personnel training plans, etc.);
- Prepare action plans for dealers improvements (based on regular trips to dealers, their KPI reports, CSS reports, hot-line information and so on);
- Ensure recall campaigns execution;
- Support company’s Customer care manager as appropriate;

Provide assistance to dealers as to parts campaigns preparations (price negotiations, calculating purchasing costs, setting-up dealer net prices and so on).
 Make analysis on Key Performance Factors at the dealers’ workshops functioning.
 Economic and technical evaluation performance on warranty claimed parts
 Provide technical support to dealer network and assist in problem resolution.
 Assistance in handling service campaigns and recalls
 Identify training needs required by dealer net
 Planning and conducting genuine spare parts advantages seminars, as well as drivers’ trainings.

Process ASN files for KD Lots.
Timely receiving containers with KD and BOD Materials:
a) daily KD materials receipts,
b) receiving materials and dunnage transactions in MFG PRO ( QAD),
c) placing materials in storage area,
d) providing accounting department with materials receipts confirmation documents
Timely receiving of non-production, bulk and MPPO materials:
e) materials receipt confirmation in MFG PRO (QAD),
f) providing accounting department with materials receipts confirmation documents.
Supply prod. Line with production and non-production materials.
Timely shipping of dunnage:
g) ordering and loading containers,
h) preparation of shipping documents.
Rejected materials scrap control.
Engineering changes follow-up for ‘ Float stock’.
Disposition of ‘Float stock’ obsolete materials.
VIN Plates etching control.

- Planning and coordination of service centers’ activities
- Allocation of jobs to service centers; priorities setting-up
- Communication with other departments in the company regarding all service points
- Managing available resources
- Delivering trainings to service engineers; setting-up service training programs
- Control of terms and preparation of relevant service reports (diagnostics conclusions, root cause analysis, etc.)
- Managing of spare parts stock for required service and repairs
- Budgeting of the service center activities
- Maintaining records of service engineers’ labour