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National After Sales Manager

Job Title: National After Sales Manager
Contract Type: Permanent
Location: Erbil, Iraq
REF: 1748
Contact Name: Susan Rafat
Job Published: 8 months ago

Job Description

MSELECT is looking to hire a National After Sales Manager for an automotive client based in Erbil. Candidate must have minimum 8 years’ relevant experience and must be fluent in English and Arabic.

Overall Objective of the Job

The After Sales Director is responsible for providing direction for the entire Aftersales operation in order to deliver against one of the key priorities of 'Growing Aftersales'. The Aftersales Director will ensure that all of the departments within the Aftersales operation function efficiently and as one unit to optimize performance and provide customer excellence.

Tasks and Responsibilities

Manages the implementation of the After Sales function plans, and ensures their compliance with rules and policies.

  • Develops the After Sales function work plan, assigns work activities, projects and programs, monitors workflow, reviews and evaluates work methods and procedures, and directs such activities to serve the function goals and plans.

  • Proposes plans and programs that boost the effectiveness of the After Sales function.

  • Ensures that work activities are carried out achieving the pre-set performance goals, and suggests any necessary actions to the direct supervisor.

  • Oversees the consolidation and budgeting of all departmental manpower plans, and ensures its alignment with the organizational strategic objectives

  • Looks for opportunities to increase efficiency of the Aftersales operation and increase recovery rates.

  • Takes actions to sustain, retain and enhance levels of customer satisfaction, whilst sustained profitability.

  • Works with team to develop understanding and implementation of customer focused environment, setting clear objectives/targets.

Tasks and Responsibilities

  • Responds promptly to any customer complaints and ensures timely and correct resolution.

  • Liaises with external companies to ensure good working relationships are developed.

  • Maintains rigorous control of department costs, stock and budget.

  • Ensures warranty procedures are followed correctly to ensure prompt recovery of monies due.

  • Recruits, coach and appraise team to ensure they are operating to full potential.

  • Ensures that company standards are followed in relation to control of funds, premises, vehicles, and other company resources.

  • Develops and optimizes the service & support processes and activities; develops and documents the procedures, tools, applications, systems and internal processes related to the After Sales Support activities.

  • Prepares commercial offers, managing to obtain signed contracts from all new customers regarding After Sales Services.

  • Supervises/approves the contracts with all suppliers from the business/technical point of view.

  • Cooperates with the other departments and participating in negotiations for new contracts, whenever necessary.

  • Prepares P&L documents and reporting directly to the Board.

  • Setts the annual budget aligned to the overall business plan of the company.

  • Solves the questions, complaints raised by the clients and performs the full cycle of request solving.

  • Serves as liaison between accounts/clients and various departments within the company.

  • Oversees the productivity, quality and output of the account/client service staff.

  • Develops of concept and the management plan, business plan, cost, risk, communications, resources, contracts, risk and quality of the projects

  • Facilitates collaboration and communication across the project team with members from different departments

  • Plans and participates in project reviews and audits to check compliance with the development processes

  • Monitors Key Performance Indicators during the execution of individual projects and for recommending changes to processes & procedures to improve project execution efficiency

  • Coordinates and participates in project reviews and audits as appropriate.

  • Presents proposed solution to customers and understands any needed technical changes.

  • Keeps contact with customers to ensure that delivery and installing deadlines are met.

  • Prepares periodic reports with respect to the function's activities and achievements to the direct supervisor

Tasks and Responsibilities

  • Specifies manpower requirements for the department according to the recruitment and selection and manpower planning practices

  • Recommends training needs of subordinates’ and evaluating the outcomes of training courses in coordination with the concerned human resources personnel.

  • Conducts performance appraisals for subordinates’ according to scheduled plans and recommending necessary actions as per the applied practices.

  • Conducts periodic meetings with subordinates to follow up on the smooth running of activities and keeping abreast with latest business-related practices.

  • Performs any related task as requested by the CGM.

  • Organizational Relationships & Communication

Internal Communications

  • All Company’s departments.

External Communications

  • Manufacturers.

  • Big and Key Customers.

  • Government Agencies, Ministries, Municipalities, etc.

  • Private companies.

  • Factories.

Core Competencies

  • Adaptability to Change Advanced

  • Effective Communication Advanced

Educational Level/ Required Certificates:

  • Bachelor’s Degree in Mechanical Engineering/ Auto Engineering or a related major


  • Minimum 8 years of experience in automotive industry

  • Team Work Advanced

  • Result Orientation Advanced

  • Professional Passion and Drive Advanced

  • Leadership Competencies

  • Delegation and People Management Advanced

  • Strategic Thinking and Decision Making Advanced

  • Entrepreneurship Advanced

  • Functional Competencies

  • Compliance Management Advanced

  • Problem Solving Advanced

  • Customer Focus Advanced

  • Planning and Follow Through Advanced

  • Negotiation Skills Advanced

  • Creativity and Innovation Advanced

  • Analysis and Pattern Recognition Advanced

  • Networking Advanced

  • Commitment to Quality Advanced

  • Industry Standards Advanced

  • Product Awareness Advanced

  • Occupational Health & Safety (OH&S) Advanced

*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process