Aftersales Manager
The Aftersales Manager is responsible for the service department in terms of profitability, efficiency and customer satisfaction. He has to implement all the activities necessary to meet the objectives set by the Dealership owners.
The objectives set within the service department involves:
- Accurate planning of the activities to be performed
- Achievement of all the targets agreed with Maserati, related to overall operation of technical support, parts management and warranty claim supervision, for internal coordination and communication, as well as overall process improvement
- Constant monitoring of the department's performance indicators (KPIs, through the implementation of an efficient monitoring system
- Continuous engagement of all the stakeholders, setting regular meetings to share the results, to manage problems and to evaluate new activities to be implemented in order to improve the quality of the offered service
- Customer care management
At least once a week, the Aftersales Manager/ Director, should carry out a tour from the point of view of the Customer.
Aftersales Manager's Tour
The Aftersales Manager carries out at least once a week a tour from the point of view of the Customer in order to ensure the cleanliness, stowage, safety and proper organization of the Aftersales area of the dealership including in the case of enhanced sanitary measures.
The Aftersales Manager should use a mask tool to build the tour and systematically include, at a minimum, a control of areas that are accessible or visible to the Customers or covered by an Aftersales Operating Standard.
Greeting the Customer at Dealership:
- Clear and visible outer signage
- Parking for guests including Service 24/7 terminal if available accessible
- Aftersales reception including clean and tidy Customer waiting space
- Leaflet and other up-to-date offers
- Cleanly and fully equipped Customer and employee health services
- Badge for all staff in contact with Customers.
Walk-around tour with the Customer during the Reception:
- Clean and clear area of examination
- Received vehicles identified and equipped with protection.
At the workshop:
- Clean and tiered workstations
- Workers wear the appropriate Personal Protective Equipment and their working clothes are not tainted
- Vehicles identified and protected
- Extraction of exhaust gas in place for the vehicles concerned
- Accessible and functional load terminal(s)
- Waste collection and disposal organized and in place.
Back office car parks:
- Clean and clear Customer vehicle fleet. Vehicles are spotted and protected
- Clean replacement vehicles and vehicles concerned in place.
The Aftersales Manager's tour offers the opportunity to verify compliance with all Aftersales Operating Standards at the Dealership and any other identified vigilance point.
Handling discrepancies found during Aftersales Manager’s tour
- Identify each discrepancy by photo and/or post-it note.
- Indicate the date of completion of the tour (1) and the "discrepancies" in a dedicated table with photos and/or post-it.
- Analyze and process each discrepancy:
- Find the causes of the gap and save them in the "causes of the discrepancy" box in a dedicated table
- Identify and save corrective actions in the box "Corrective actions" in a dedicated table.
- Analyze recurring gaps to eliminate their causes.
- Achieve a progress/review point for corrective and preventive actions 1 time/week.
- Delete post-it and/or photo of gap when:
- othe reference situation is permanently (re-)installed
- othe discrepancy noted is monitored through integration into the existing Operating Standards of the dealership or through the creation of a new Operating Standard.
