Job Description

Organization

Volvo Construction Equipment

Position Description

Job Summary

Responsible for the overall management of service operations, customer solutions business activities as well as the overall parts inventories of the dealership throughout Malaysia. Whilst ensuring systematic improvement to systems and processes to enhance the efficiency and profitability of the business. Craft and implement sales growth strategies for service and parts business, whilst providing excellent customer service.

Main Tasks/ Responsibilities

• Manage after sales operational activities & achieve set fiscal goals, including staffing, budgets, & customer satisfaction, productivity & quality goals.
• Analyze, plan, develop & improve processes, procedures to improve operational qualities & efficiencies.
• Prepare timely & accurate budget & result report. Follow up on statistics on department\'s profitability, efficiency, quality, capacity & execute activity plans to improve unfavorable results.
• Support with existing and future branch network development.
• Ensure the necessary routines are in place for effective timely problem resolution.
• Visit customers on a regular basis in order to resolve any outstanding issues and gather necessary feedback on quality, market trends and customer satisfaction.
• Manage customer portfolio, develop strategies to grow aftermarket business, especially with key accounts.
• Ensuring a safe working environment is enforced and polices are administrated.
• Recruits, training, coaching & develops of after sales personnel and retention of key talents.
• Coaching, guidance of personnel necessary to develop additional skills, job effectiveness and efficiency to achieve company & individual goals.
• Continually monitor the progress of the department and individuals toward the customer satisfaction, market penetration and profit goals.
• Work closely with the team to ensure the overall parts inventories of the dealership to maximize the parts in and out flow at HQ and the branches. Ensure inventory is at an acceptable service level and inventory turnaround

Forums (Network of Interaction)

1. External

• All External Customers and Dealers

2. Internal

• Sales Department
• Service Department
• Parts Department
• Regional Uptime & Parts Managers

Required knowledge & experience

Education/Professional Qualifications required

• Preferred diploma or degree in mechanical disciplines or business management administration
• Minimum of 10 years supervisory experience related to after sales processes, preferably from heavy equipment / automotive network.
• Proven technical knowledge of equipment operations and mechanical functions
• Working knowledge of workshop and field service operations
• Excellent organizational skills and decision making ability
• A good working knowledge of sales techniques and methodologies

Experience and Skills required

• Strong management skills, be innovative, and have an understanding of what customer support means to a customer
• Commercially and business focus, target driven and \xe2\x80\x9cself-going\xe2\x80\x9d initiator skills
• Excellent customer relations skill
• Proven leadership skills in a specialized repair environment
• Good understanding of financial reporting and pricing principles and discounting effects
• Analytical approach to problem solving with strong attention to detail
• Excellent communication skills, both in writing and verbally, in local language & English
• Excellent computer skills using Word, Power Point, Outlook and Excel software
• Valid driver\'s license and a good driving record\\

This is a people manager positions with about 8 direct reports across Malaysia, reporting to this position. Travel (domestic and international) will be required.

The incumbent will be part of the Volvo CE Malaysia leadership team with key decision making required and good interpersonal skills to manage both internal and external stakeholders will be critical for this position.

Functional Area

Aftermarket

Travel Required (maximum)

Occasional Travel

About us

The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers\' uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group\'s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success.
www.volvogroup.com/career.

Volvo Construction Equipment is a global company driven by passion, curiosity and by our purpose: to build the world we want to live in. We believe that only through imagination and teamwork can we develop a world that is cleaner, smarter and more connected. Our company culture reflects this belief through the care and trust it places in our customers, employees and suppliers. People are at the heart of our business. It is through our strong network of talented, enquiring and innovative minds that we have been able to pave the way towards a more sustainable future. The global construction industry is our arena and our employees are our greatest assets.

We can only continue to stand out as industry leaders through the people driving us forwards. Come be a part of our team and help us build tomorrow.

Employment/Assignment Type

Regular

Last application date

08-Sep-2023

Arquus