After-Sales Manager

Description

At **Buró Laboral**, we are a company dedicated to recruitment and selection of personnel for the private sector. We are currently seeking candidates for the position of **After-Sales Manager** at an automotive dealership in the Service and Parts department. **Job Description:** Lead and optimize after-sales operations to ensure achievement of profitability, productivity, and service-level objectives, guaranteeing a positive customer experience through proper execution of operational processes. **Requirements:** * Education: Bachelor's degree in Mechanical Engineering (optional) * Experience: 5 years in similar positions * Availability for flexible working hours and travel * Knowledge: **Parts management and inventory analysis, intermediate Excel, after-sales software such as Business Pro or DMS systems, customer service.** * Valid driver's license **Knowledge:** * Parts management expertise: Inventory analysis — parts requirements versus service history and units sold, inventory turnover, parts compatibility, replenishment, suppliers, etc. * Warranty process management and handling. * Workshop administration: productivity, time control, claim and rework registration. * Regulations and standards for automotive after-sales operational processes. * Customer service and complaint resolution. * Experience interpreting and acting upon ISC (Customer Satisfaction Index) results. * Leadership and team development with operational discipline. * Workshop safety and hygiene. * Waste handling and basic environmental regulations. **Key Responsibilities:** * Manage operations through planning and supervision of workshop workload and administrative tasks inherent to management, ensuring technician productivity. * Ensure proper organization of service appointments at the workshop: pre-appointments, preventive maintenance, corrective repairs, warranty services, inspection and diagnostic services, preparation of new vehicles for delivery, etc. * Develop and execute a strategic plan to increase after-sales customer engagement and improve customer retention rates. * Prepare analyses and reports to support work planning. * Ensure timely and accurate processing of special account service files and warranty claims for payment processing. * Monitor and address operational bottlenecks. * Supervise timely opening, progress tracking, and closure of service orders in the system. * Track warranty order management in the workshop, in the system, and with customers. * Supervise proper handling of parts requests from the workshop. * Conduct parts inventory analysis for replenishment and ensure availability of high-turnover and critical parts. * Supervise customer service at reception and follow-up. * Manage complaints, claims, and critical cases. * Ensure timely communication regarding vehicle status. * Monitor customer satisfaction indicators. * Supervise accurate and timely billing. * Coordinate and evaluate performance of service advisors, technicians, and workshop supervisors. * Identify technical and operational training needs. * Promote a culture of productivity and compliance. **Salary and Benefits:** * Base salary: **$16,000.00 net + KPI-based bonus: $9,000.00** * Statutory benefits: Year-end bonus (aguinaldo), IMSS, vacation days and vacation premium as per law, rest days as required by law. * Working hours: Monday–Friday, 8:30 AM–7:00 PM; Saturday, 8:00 AM–2:00 PM (flexible schedule required) * Location (city): Villahermosa, Tabasco