Purpose:
- To lead and optimise the operational and after-sales functions of the business, with a strong focus on Product Support, Parts and Service.
- The role is responsible for ensuring effective customer support throughout the equipment lifecycle while actively driving aftermarket revenue, customer retention, equipment uptime, operational efficiency and profitability within the Company and Branch network.
Major Task Headings or Key Performance Areas:
After Sales & Commercial Performance
Service & Workshop Oversight
Parts & Inventory Oversight
Customer, OEM & Warranty Support
Operational & Financial Performance
People & Departmental Oversight
After Sales & Commercial Performance
- Manage the overall performance of Parts, Service and Product Support
- Set and monitor revenue, gross profit and customer support targets.
- Identify opportunities to grow aftermarket sales and retain customers.
- Ensure significant customer or equipment support issues are resolved
- After Sales revenue and gross profit budgets achieved.
- Growth in Parts and Service sales.
- Improved customer retention and repeat business.
- Key customer issues resolved within agreed timeframes.
Service & Workshop Oversight
- Oversee workshop and field-service performance through the responsible Managers.
- Monitor productivity, work in progress, turnaround times and job closure.
- Promote planned maintenance and reduce repeat repairs.
- Support the team with escalated operational or technical matters.
- Service revenue and gross profit budgets achieved.
- Improved technician productivity and workshop efficiency.
- Work in progress and turnaround times within target.
- Reduced repeat repairs and comeback jobs.
Parts & Inventory Oversight
- Oversee Parts performance and stock availability through the Parts team.
- Monitor sales, stock levels, lost sales and slow-moving inventory.
- Ensure stock controls are in place and working capital is managed responsibly.
- Support supplier and OEM discussions where escalation is required.
- Parts revenue and gross profit budgets achieved.
- Appropriate stock availability and improved stock turn.
- Reduced lost sales, obsolete stock and stock variances.
- Inventory and working capital within agreed targets.
Customer, OEM & Warranty Support
Operational & Financial Performance
- Take management responsibility for approved operational budgets and targets.
- Review revenue, gross profit, costs and profitability with the relevant managers.
- Require corrective plans where budget or KPI performance is below target.
- Revenue, gross profit and profitability budgets achieved.
- Operating costs kept within approved budgets.
- Agreed operational KPIs achieved.
- Corrective actions implemented where targets are missed.
- Provide oversight rather than managing routine day-to-day activities.
- Revenue, gross profit and profitability budgets achieved.
- Operating costs kept within approved budgets.
- Agreed operational KPIs achieved.
- Corrective actions implemented where targets are missed.
People & Departmental Oversight
- Provide direction and support to the managers responsible for Parts, Service and Product Support.
- Set clear departmental expectations linked to budgets and KPIs.
- Review team performance, capability and resource requirements with the responsible managers. Become involved in employee matters, development and succession planning when management input is required.
- Departmental and individual KPIs achieved.
- Managers held accountable for delivery against budget.
- Skills and resource gaps addressed.
- Effective cooperation across Sales, Parts and Service.