Senior Customer Support Manager (Dealer Management & After Sales)

Responsibilities

• Dealer After-Sales Performance, in compliance with dealer standards, operational procedures, and parts & service KPIs.
• Align, coordinate dealer audits, including corporate image, facilities, and retail experience enhancements.
• Set and track targets for service penetration, parts sales, and customer retention.
• Strategic development of UIO against service retention in workshop.
• Analyze monthly performance reports and implement improvement plans and business profitability.
• Ensure high levels of customer satisfaction (CSI) across all departments.
• Support customer recovery programs and oversee complaint resolution processes.
• Promote loyalty programs, extended warranties, and service packages to dealer and end user.
• Contribute to dealer expansion strategies and market development plans.
• Identify gaps in service or sales coverage and propose network changes.
• Support launch of new models or services with readiness planning.
• Assessment on warranty claims, inventory turnover, and credit risks.
• Track competitor activity, local market shifts, and customer trends.
• Provide feedback to HQ on pricing, incentives, and campaign effectiveness.

Job Requirements

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Business Development, Sales, and Customer Service

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