Aftersales Manager - Lyon, France - LiuGong Europe

Description

Reporting Structure: Under the hierarchical reporting line of the Director of France and functionally under the LGEU Service Manager to ensure the implementation of service and market requirements. The KPIs for the position are defined 50/50 by the Director France and the LGEU Service Manager.

Job Mission:

Main Mission: The role of the Aftersales Manager in France encompasses several key responsibilities. The main objective is to provide technical support and assistance to dealers and customers in their designated regions. This involves implementing LiuGong dealer service and warranty policies and developing a comprehensive after-sales support program tailored to the French market. Additionally, you will be responsible for recruiting and managing employees assigned to Aftersales Service in France, ensuring a competent and motivated team. They will be crucial in establishing procedures, standards, and frameworks for effective implementation throughout the service department. By effectively executing these initiatives, you will contribute to developing and delivering quality technical support, enabling the after-sales service to achieve its KPI and strategic objectives. In close collaboration with Director France and the LGEU Service Manager, you will actively contribute to the organisation's achievement of its goals.

General Mission:

• Implementation and application of technical directives and spare parts objectives established by LiuGong Europe
• Recruitment and management of employees assigned to Aftersales Service in France
• Develop LiuGong & Dressta services on a large scale while ensuring quality, safe operating practices, and sustainability in line with company values
• Develop and document knowledge into useful content
• Evaluation of the performance of LiuGong France Service Technicians and those of our dealers in terms of key performance indicators in the areas of service capabilities and warranties
• Manage the subordinate area of the service network through regional organisations and dealers
• Develop, prepare, and manage budgets and work with management to ensure adequate funding is available for programs/training

Technical Support Network:

• Online technical support (Information, Documentation, assistance)
• Creation of technical support for dealers in French (maintenance table, pressure table, fluid capacities, repair protocol, troubleshooting assistance, etc.)
• On-site assistance and intervention with dealers on factory diagnostics and optional assemblies
• Assistance for spare parts support
• Ensure the team applies best practices and maintains an optimal level of service quality.
• Ensure that the customer/business, customer support, and technical parties are represented in the definition and evolution of services.
• Develop and implement service standards and procedures for the service delivery department.
• Develop service levels with Cummins dealers to support the dealer network and French customers
• Ensure product-related service issues are quickly analysed, collected, and reported in SIOT.

Corporate Support:

• Ensure the link between major companies (identified) and the distribution network, as well as other maintenance companies affiliated with LiuGong France (Cummins, ZF, and independents) with the sole aim of developing the service quality, demanded and required by these customers. The goal is to offer these companies comprehensive coordination of service requests and thus achieve "Premium" service quality.
• You will also manage a specific budget for these Corporate Support activities. The allocated funds will help you develop responsiveness and motivation across all our partners.
• All identified machines must be visited annually by your services (delegation possible) and will be the subject of a report detailing machine status and maintenance proposals.
• Every year, you will be required to visit the technical departments of Corporate customers and the European Key Account Manager to present current statuses and appropriate maintenance plans.

Warranty and DMS Management:

• Warranty registration document checks for each machine sold by a dealer and their analysis
• Warranty claims checks and processing by each dealer before factory approval
• Transfer of machines between dealer accounts during sales
• DMS management and DMS training with warranty system dealers
• Processing of each Warranty invoice at the end of the month, between dealer and factory
• Ensure that systems, procedures, and methodologies are in place to support quality service delivery
• Supervision of the customer dissatisfaction process
• Create technical reports and drive the qualitative analysis process to identify machine failure causes.
• Implementation of LGEU warranty policy with French dealers (training & communication)
• Control and verification of warranty costs declared by dealers and their analysis, with clean and regular entry into DMS.
• Supervise and monitor machines sold in the markets during the warranty and post-warranty period.
• Warranty registration document checks for each machine sold by a dealer.
• Warranty claims checks and processing by each dealer before factory approval
• Transfer of machines between dealer accounts during sales
• Supervision of technical documentation and its translation
• Evaluation of the performance of the dealer's service and parts team in terms of key performance indicators in terms of service and parts capabilities.

Event Management:

• Technical support and on-site commissioning support

Reporting:

• Every week you will need to write a weekly activity report for your hierarchy as well as for the European technical management
• A weekly telephone appointment must be confirmed between the European technical department and yourself to comment on your weekly report.

Checks:

• An annual audit of each technical service of our dealers must be carried out in order to identify improvement objectives.
• During the recruitment process of a new dealer, an evaluation report will be required from you to validate or invalidate the appointment of this candidate(s).
• Alignment of the French market with the LGEU service (monthly reporting)
• Classify and report machine problems and trends through the collection and analysis of technical/dealer and customer data
• Communicate effectively and coordinate resources from other LGEU departments to achieve success in the market and meet the requirements of French dealers (parts, product management, marketing)

Training:

• Attend training organised by LiuGong Europe
• Ensure the technical training of France network technicians

Parts Sales Responsibilities:

• Support the LGEU Parts team to achieve parts sales targets, drive dealer bulk orders, and provide feedback on competitive retail part prices.
• Develop field action plans to facilitate the implementation of the French business plan and growth objectives.
• Establish service and parts objectives by developing strategic objectives for the French dealer network.

Quality, Prototypes & French Legislation:

• Quality themes - provide regular consultations and technical advice on improving LiuGong product quality
• Cooperation with the R&D department - presenting current issues and information regarding prototype machine follow-up.
• Ensure that the results of all services meet relevant French legislative or regulatory requirements, including health and safety, safeguarding, and data protection.

Benefits

• €80,000 per annum + generous performance related bonus scheme
• Worldwide travel