Director, Aftersales - #252445

Director, Aftersales

Department : Service Sales (BP66530)

Job Overview

UD Trucks is known for our pioneering technologies and products within the commercial automotive industry. Drive uptime & retail strategy for Latin America and US, including parts and service sales, retail and competence development and technical support. Provide inspiring leadership and excellent relationship with partners. Develop and implement sales, services and pricing strategies, monitoring department performance against targets. Secure business objectives achievement in terms of sales, profitability and high level of customer satisfaction. Establish annual operational plan and define/follow-up KPIs. Implement guidelines, polices, processes and tools.

Responsibilities And Duties

Parts and Services Commercial

• Execute annual business plan, securing volume, profitability, and company’s strategic objectives achievement.
• Drive service commercial strategy, including product offering, and parts pricing.
• Manage service sales offer, including service contracts and telematics and parts pricing/strategy.
• Act as a role model motivating the sales leadership, keeping excellent relationship with partners.
• Work close with logistics to ensure parts availability and efficiency.
  
  

Retail & Competence Development

• Secure customer satisfaction and service excellence, through importers and dealers.
• Drive retail strategic and development plan for the region, securing retail excellence.
• Secure adequate dealer footprint for current and future business.
• Continuously provide professional support to dealers and importers to secure highest levels of customer satisfaction.
• Ensure each dealer has the necessary competence and/or competence plans in place to deliver on business plan commitments, for new truck sales, service sales and customer satisfaction.
• Ensure full execution of the governance with the importers/dealers, including importer plan, business review and KPIs follow-up
  
  

Technical & Warranty

• Ensure continuous improvement of product quality to drive customer success.
• Be involved and support importers in the region for quality and technical issues.
• Secure quality process knowledge from dealers and importers.
• Support team in handling customer complaint and coordinate with dealers on related topics.
• Report and address to HQ quality and warranty related issues.
• Ensure good level of technical support and product quality management toward importer and dealers
  
  

Preferred Educational And/or Training Qualifications And Certificates

• Degree in Engineering, Business Administration or related field
  
  

Preferred Experience And Knowledge

• Minimum 10 - 15 years of working experience in aftersales/commercial, with relevant leadership experience.
• Strong aftersales background, including experience of spare parts, service, retail development, technical support in the trucks/automotive industry
• Understanding of Latin America trucks/automotive businesses
• Experience in strategic and commercial planning and execution. Knowledge of contracting, negotiating and change management.
  
  

Necessary Technical/functional/language Skills

• Proven leadership competencies with the ability to inspire, delegate and prioritize
• Able to demonstrate a clear vision, global mind-set and successful people and culture leadership and integration.
• Ability to take initiates, argue, negotiate, and influence, interact diverse partners with a good customer service mind-set.
• Strong commercial and communication competences
• Able to motivate & engage partners
• Structured, pro-active and process-oriented way of working.
• Good technical understanding of commercial vehicle products, its systems, and applications
• Fluent in written and spoken English and Spanish is a must
  
  

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.