AFTER-SALES SERVICES REGIONAL SUPERVISOR

1. MAIN OBJECTIVE

To ensure that the authorized service network within the assigned region delivers efficient, high-quality services in compliance with company standards; to enhance customer satisfaction, brand loyalty, and the sustainable performance of after-sales services by improving technical and operational processes.

2. KEY DUTIES AND RESPONSIBILITIES

• Conduct periodic visits to authorized service centers to audit their after-sales operations in terms of operating standards, organizational structure, personnel, and technical standards.
• Identify areas for improvement at authorized service centers with the aim of increasing customer satisfaction, define corrective and improvement actions, and monitor their implementation.
• Ensure that monthly After-Sales Services (ASS) reports are submitted to the company and dealers, and follow up on their distribution.
• Ensure that dealers maintain effective and adequate spare parts inventory levels; conduct sales and stock analyses and report the findings to senior management.
• Work in coordination with other departments, including Customer Experience and Warranty, to ensure that dealer and customer requests are addressed effectively and resolved in a timely manner.
• Support After-Sales Services and Spare Parts Sales and Marketing activities, as well as the development of spare parts pricing policies.
• Monitor industry practices and trends to identify opportunities to improve the after-sales service operations of the brand represented by the company.
• Support dealers in ensuring compliance with recruitment criteria and obtaining the necessary approvals for personnel recruitment; participate in interviews when required.
• Support dealers and the IT Department in the development and improvement of dealer management systems and related business processes.

3. GENERAL QUALIFICATIONS

• Bachelor's degree in Mechanical Engineering, Industrial Engineering, Automotive Engineering, or a related engineering discipline.
• 5 years of experience, preferably in the motorcycle or automotive industry, in after-sales services, authorized service network management, or technical field operations.Experience in authorized service processes, maintenance and repair operations, warranty procedures, and spare parts management.
• Technical knowledge of motorcycle mechanical, electrical, and electronic systems, as well as troubleshooting and diagnostic processes.
• Experience in monitoring service performance indicators and improving operational efficiency and customer satisfaction.
• Proficiency in Microsoft Office applications.
• Excellent command of English.
• Strong reporting and analytical skills.
• Ability to analyze technical problems with a solution-oriented and continuous improvement mindset.
• Strong communication, coordination, and business partner relationship management skills.