Title: Regional Service Manager
Job Overview
UD Trucks is known for our pioneering technologies and products within the commercial automotive industry. This positions is responsible to oversee the operational execution of all aftersales product support, service, and parts related services at the dealers in their locations
Responsibilities and Duties
• Setting and assisting dealers to meet objectives with regards to service and parts sales volumes, gross profit, growth, customer satisfaction and customer loyalty
• Ensuring an ongoing, continued quality customer experience in the dealer network
• Ensuring that dealers adhere to Dealer Operating Standards and dealer contractual obligations as laid out by UD Trucks Southern Africa
• Sustaining Brand loyalty objectives, whilst managing the dealer setup and interface towards UD Trucks Southern Africa
• Drive the Aftermarket business in the dealer network through planning, marketing, and developing targets
• Visit the dealers in their regions as per set plan, once a month for large dealers and every two months for medium and smaller dealers, or when an emergency calls for it
• Responsible for the total utilization of the Aftermarket business potential in their region, thereby securing the total aftersales business growth
• Set dealer sales targets & challenges in line with the overall business plan for the market company
• Assist dealers in developing and driving their business plans and to identify, support and implement business processes to assist them in achieving their KPI’s
• Monitor and assist dealers to achieve their operational targets to enable sustainable market related growth
• Carry out Qualitative requirements (QR) audits to ensuring that dealers adhere to Dealer Operating Standards and dealer contractual obligations as laid out by UD Trucks Southern Africa
• Assist the Competence Development Centre in adjudicating technical competitions such as Gemba and UD Champions
• Assist dealers in building a strategic working customer database through identifying valuable information that will assist the dealer in growing and retaining the customers
• Be the first line contact and support to the dealer network to aid in the meeting of customer’s needs
• Manage a Vehicle Off Road process to ensure that customers are seen to in the shortest time possible
• Responsible for establishing a long-term plan for Aftersales business development
• Work actively with the Aftermarket team to develop parts and service marketing initiatives that are attractive to customer needs and continually develop the business
• Work with the Technical team to secure campaign and frequent failing parts to meet the network’s requirements
• Act as main interface for Aftermarket related matters with dealers
• Participate in technical meetings with dealers and major fleets in their regions
• Approve and audit fleet customer workshops when the need arises and is approved by the servicing dealer in the region and/or by UD Trucks Southern Africa
• Support dealers in developing their Aftermarket business
• Input and support in arranging annual Aftermarket conference for the network
• Alternate sourcing and facilitate stripping for discontinued parts or parts with long lead-times to meet the demand in the network
• Manage the aftermarket loan vehicle fleet and determine when and how the fleet shall be utilized
• Manage the Aftermarket provisions, incentives and goodwill budget
• Secure that new UD, systems, processes and tools are launched in the network
• Conduct regular service offer benchmarks to ensure market competitiveness and capture lost sales/customers
• Instill a continuous improvement culture
• The above list of job duties is not exclusive or exhaustive and may be change reasonably based on situation
Scope and influence
• Follow UD Trucks International Sales authorization policies and guidelines.
• Follow UD Trucks HR policy
• Actively seek to maintain/achieve an increased market share
• Always ensure the highest degree of customer satisfaction
• Set appropriate objectives, initiate actions, monitor performance and follow-up results
Minimum qualifications and requirements
• Grade 12
• Technical diploma or certificate
• Management Diploma
• 3-5 years relevant experience in Aftersales (retail and wholesale) within the heavy commercial vehicle industry.
• 3-5 years relevant management experience in Aftersales (parts or service) within the heavy commercial vehicle industry in an OE environment.
• 3-5 years, Senior Management position (Dealer Principal)
Key Competencies
• Excellent communication and interpersonal skills
• Marketing knowledge
• Profitability orientated
• With retail excellence in mind to be customer-focus
• Achievement driven
• Good problem-solving skill, resourceful and take initiatives
• Ability to work remote when required
• Proficient in analytical business reporting using Excel, Word and PowerPoint
About UD Trucks
Part of the Isuzu group, UD Trucks is a global leading international commercial vehicle solutions provider headquartered in Japan. At UD Trucks, we are defining the next generation of smart logistics solutions through advanced innovations in automation, electro mobility and connectivity. UD Trucks develops, manufactures and sells a wide range of heavy, medium and light-duty trucks, operating in more than 60 countries across all continents. Our trucks and people go the extra mile for our customers and business partners, day in and day out.
We are an 8,000+ strong team of colleagues with 40 nationalities who bring diversity and passion in delivering our products and services. We trust each other, work collaboratively and embrace change. At UD Trucks, our purpose is Better Life – to make life better for people and the planet. We have developed a culture that promotes:
Diverse and friendly culture – Strong culture of diversity and inclusion, organizing annual events, daily activities and open communication platforms including various internal voluntary networks.
Empowered growth – Global exposure and growth opportunities across functions and countries through internal mobility system and self-driven career opportunities, building a learning organization by enabling self-managed learning supported by the UD Academy.
Flexibility with trust – We continue to fully support both remote working (where and when applicable) and flexible working hours, we actively encourage our colleagues to maintain a good work/life balance. You will have the autonomy and flexibility to split your working time between both our wonderful, modern and equipped HQ and remotely.
Be part of our journey to create Better Life for society, for our customers and for yourself. UD Trucks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our colleagues.