Aftersales Manager

Our diverse global team of over 18,000 talented people foster an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.

Here, you will unlock your full potential with career opportunities and learning experiences. You’ll work with cutting-edge technology, ground-breaking innovation, and forward-thinking colleagues. If you are highly driven with a can-do attitude, and you bring out the best in yourself and others, then join us to power new futures.

Aftersales Manager – CARCAM

Valid only for local applicants.

Our Aftersales team in Puerto Rico is looking for an Aftersales Manager who will be responsible for managing an efficient and profitable Aftersales operation, while providing exceptional customer support throughout the dealer network.

The main objective of this role includes the delivery of revenue targets, ensuring a healthy parts inventory and maintaining high customer satisfaction and retention, through the consistent engagement and value-add support of the OEMs and regional dealer network.

Here’s What You’ll Be Doing

• Develop and manage the annual operating budget for the department.
• Manages and analyzes department financial data – Providing and presenting monthly reports to the senior leadership team on the performance and trends of the department.
• Manages aftersales support for the business, including the technical support processes to guarantee service standardization, ensuring homogenous warranty processes, technical training & certification, the execution of technical campaigns and recalls, project development, technological innovation, and service optimization according to the budget and standards defined by the OEMs and the company.
• Supports the retail operation and dealer network by providing value added support through KPI reporting, best practices, process optimization and training to aid in delivering high customer satisfaction, drive retention and market share growth.
• Manages the execution of recall and technical campaigns to ensure compliance with OEM and regulatory requirements.
• Manages the Warranty process to ensure compliance with OEM requirements while mitigating risk/loss to the business, provides monthly reports identifying trends and variations from budget.
• Manages the first level of escalation for all technical matters, ensure that all issues are accurately logged, and technical reports are submitted to the manufacturer within the required time frame.
• Develop strategic parts pricing and promotional strategies to meet the business objectives while maximizing sales opportunities and ensuring customer loyalty.
• Oversees the strategic planning, sales, and order process (S&OP) to ensure the correct parts are available on time for customers, while maximizing turnover and minimize obsolescence.
• Ensures that all department employees attend training programs to gain the necessary skills and certifications.
• Ensures that all technical resources are provided with documentation and training on data, bulletins, updates and modifications.

We’ll make a match if you meet the following requirements:

• Bachelor of Business Administration with a concentration in Sales/Marketing or Engineering.
• 2+ years’ experience in a Parts or Service Management role.
• 2 years of minimum experience in a Supervisor / Management role with at least 4 direct reports
• Excellent Communication skills in English and Spanish – verbal, written and presentation.
• Capacity to handle difficult clients and conversations.
• Capacity to work under pressure.

Nice To Have

• 3 years of experience in full Inventory Management including inventory analysis, ordering, cycle counting and logistics management.
• FTZ & Customs knowledge is a plus, but not required.

Role Information

Reports to: Head of Sales & Aftersales Puerto Rico

Location: Carolina

Work Model: On-site

Application Deadline: February 10, 2025

At Inchcape Americas, we are committed to building a diverse, inclusive, and authentic workplace. Inchcape is for everyone. If you are enthusiastic about this role and share our values of delivering great experiences through innovative thinking and working better together, we invite you to apply.

We support diversity and inclusion in all its forms, without discrimination based on age, gender, sexual orientation, nationality, religion, or disability.