Aftersales Business Manager - East Europe

Organizational Area

 

Aftersales

 

Job description

 

This position directly reports to the Aftersales Manager and will work directly with East Europe dealers. Its responsibilities are:

 

·       Annual Parts and Accessories target setting and Dealer target achievement

·       Customers Program target setting and dealer target achievement

·       NPS target setting and dealer target achievement

·       Technical Service KPI (warranty spending, BOL timing, network training fulfilment, days down) monitoring and improvement

·       Customer Care management

 

Main activities

 

·       To support product technical issues resolution

·       To assess and approve warranty claims

·       To implement with the dealer network commercial actions to support the achievement of their annual targets

·       To discuss and agree annual aftersales marketing plans and complete periodic reviews

·       To discuss and agree annual aftersales training plans between Maserati and dealer network

·       To implement actions plan to increase Net Promoter Score

·       To manage customer relations issues

·       To manage anomaly claims and back order issues

·       To ensure that dealer network maintains Maserati Quality standard and follows Maserati Operative procedure

 

 

 

Requirements

 

·       Master's degree in Engineering (preferably)

·       Cross-functional leadership and teamwork skills

·       Analytical and problem solving attitude

·       Good communication and relational skills

·       Good knowledge of MS Office (especially Excel and PowerPoint)

.       Fluency in English

Business unit
After Sales
Sedi
Modena - Italia