Aftersales Manager - Ford Hermanus

Job Advert Summary

We are looking for an experienced and driven Aftersales Manager to lead our Service and Parts operations within our Ford Hermanus dealership, and ensure an exceptional customer experience from vehicle booking through to vehicle collection.

The successful candidate will be responsible for driving departmental performance, profitability, productivity and customer satisfaction while ensuring that workshop and parts processes are consistently followed.

Minimum Requirements

• Grade 12 / Matric.
• Relevant automotive qualification or equivalent industry experience.
• 3–5 years' experience in an automotive dealership aftersales environment, preferably in a supervisory or management position.
• Proven experience managing Service and/or Parts operations.
• Strong understanding of dealership workshop processes and aftersales operations.
• Experience with OEM/dealer systems and processes.
• Proven ability to manage departmental targets, budgets and profitability.
• Strong understanding of labour sales, parts sales, gross profit, productivity and workshop efficiency.
• Valid driver's licence.
• Computer literate with good working knowledge of Microsoft Office.
• Strong leadership, communication and customer-service skills.
• Ability to work under pressure and manage multiple priorities.
• Strong analytical and problem-solving abilities.

Duties and Responsibilities

• Manage the day-to-day operations of the Service and Parts departments.
• Lead, motivate and manage the aftersales team to achieve departmental objectives and targets.
• Drive workshop productivity, efficiency, profitability and sales performance.
• Monitor and manage workshop hours sold, labour sales, parts sales, gross profit and departmental expenses.
• Ensure effective workshop planning, job allocation and workflow management.
• Monitor WIP, outstanding job cards and vehicle turnaround times.
• Ensure vehicles are repaired correctly, efficiently and to the required manufacturer and dealership standards.
• Drive workshop and parts customer retention and repeat business.
• Manage customer complaints and ensure effective resolution of escalated issues.
• Ensure high levels of customer satisfaction and CSI performance.
• Monitor and improve technician productivity, efficiency and utilisation.
• Ensure accurate and timely processing of job cards, estimates, invoices, warranty claims and related documentation.
• Ensure that manufacturer/OEM processes, standards and policies are adhered to.
• Manage and maintain effective relationships with OEM representatives, suppliers and service providers.
• Monitor Parts department performance, including stock levels, availability, ordering and stock management.
• Identify opportunities to increase labour, parts and value-added product sales.
• Manage departmental budgets and control costs without compromising service quality.
• Ensure compliance with company policies, health and safety requirements and applicable legislation.
• Conduct regular performance reviews and provide coaching, training and development to employees.
• Identify operational inefficiencies and implement corrective and continuous-improvement measures.
• Compile and analyse departmental reports and take appropriate action based on performance results.
• Ensure workshop equipment, tools and facilities are properly maintained and utilised.
• Promote a professional, customer-focused and performance-driven culture within the aftersales department.