Head of Aftersales

Job Description

<p>Responsible for all Aftersales related matters for the MEA region. This includes matters of customer satisfaction, warranty, quality, service capacity, operational excellence and parts availability. He/she will coordinate with HQ Service team, Quality team, Warranty team and AMQC in Dubai, also coordinating with MOBIS in Dubai. He/she will be knowledgeable of key service trends and requirements in the region as well as HQ requirements, and lead regional work on service activity and programs for service operation.</p><p><br></p><ul><li>Development &amp; successful execution of Regional Service programs in cooperation with KMC HQ and in-line with Kia global strategy.</li><li>Follow up with Overseas Service Group, manufacturing plants, HKMC R&amp;D, AMQC, suppliers and distributors to improve the quality of Kia cars as well as to make countermeasure for quality issues.</li><li>Prepare and manage service campaigns to ensure necessary parts and documentation are ready before launch and coordinate the setup of the campaign in the warranty claim system.</li><li>Follow-up the completion of open service campaigns issued on a regular basis according to business need.</li><li>Lead POE port evaluations of newly launching vehicles and report necessary improvements with recommendations.</li><li>Support the measurement and improvement of customer satisfaction in service operations through application of the KACS program, DCSI program and other related programs to key distributors.</li><li>Coordinates all Regional AS Service Marketing activities and align them with KMC HQ, Kia brand strategy and overall Kia CX strategy.</li><li>Support the service information system (GSW) according to market needs and system development.</li><li>Coordinate warranty operation in cooperation with HQ global warranty team.</li><li>Monitor, evaluate and improve warranty operations and warranty costs for distributors, including support in audits and on-sight reviews.</li><li>Ensure distributor warranty operations are using the right tools and processes to complete kia warranty.</li><li>Support new model evaluation and press car preparation activities.</li><li>Coordinate OTC operation to ensure technical training for region in cooperation with OTC instructors.</li><li>Provide technical support to the markets as necessary</li><li>Cooperation with KMC HQ regarding regional survey for service operation and trend etc.</li></ul><p><br></p><p><strong>Academic and professional qualifications: </strong></p><ul><li>BA/BSc. in Technical Engineering or any related field</li></ul><p><br></p><p><strong>Experience: </strong></p><ul><li>At least 15 years of experience in Automotive Aftersales</li></ul><p><br></p><p><strong>Languages: </strong></p><ul><li>English</li><li>Arabic (Advantage)</li></ul><p><br></p><p><strong>Skills &amp; Competencies: </strong></p><ul><li>Solid understanding of technical details and Parts / Service</li><li>Strong analytical skills</li><li>Strong Project Management, Planning and organization Skills</li><li>Excellent computer skills (MS Office)</li><li>Resilient and able to work under pressure as well as being able to manage complex situations</li><li>Self-motivated and well organized</li><li>Excellent communication skills, business acumen and exemplary work ethics</li></ul>