After Sales Manager - Motorcycle

Job Purpose: The After Sales Manager – Motorcycle is responsible for leading and managing all after-sales operations, including Service, Warranty, Insurance, and Parts. This role ensures smooth operational performance, customer satisfaction, and profitability across the motorcycle division. The position requires strong leadership, technical expertise, and strategic vision to drive efficiency, compliance, and long-term customer loyalty. Key Responsibilities:

• Oversee daily operations of motorcycle service centers to ensure efficiency and service quality.
• Establish service standards and KPIs aligned with manufacturer guidelines.
• Monitor job flow, technician productivity, and turnaround times.
• Drive continuous process improvement to enhance operational performance.
• Supervise warranty claim processing and ensure adherence to manufacturer policies.
• Review, approve, and submit claims accurately and on time.
• Maintain complete documentation and minimize claim rejections.
• Liaise with the principal/manufacturer for updates, audits, and technical guidance.
• Manage relationships with insurance companies and assessors for claim approvals.
• Ensure accurate damage assessments, cost estimates, and timely repairs.
• Follow up on pending claims and ensure timely payment collection.
• Monitor insurance job efficiency and customer satisfaction.
• Oversee parts department operations to ensure availability, accuracy, and timely supply.
• Coordinate between parts, service, and warranty teams to minimize downtime.
• Monitor inventory levels, aging stock, and reordering processes.
• Ensure adherence to company and manufacturer parts policies.
• Work closely with procurement and logistics to optimize stock levels and cost control.
• Lead, coach, and motivate service, parts, and warranty teams to achieve business goals.
• Conduct regular meetings to align on objectives, performance, and challenges.
• Identify training needs and ensure ongoing technical and soft-skill development.
• Foster a positive and performance-driven culture within the department.
• Ensure exceptional customer service through timely communication and follow-up.
• Address escalated customer complaints with professionalism and resolution focus.
• Monitor customer satisfaction metrics and implement improvement plans.
• Enhance customer retention through value-added services and quality engagement.
• Develop and manage after-sales budgets for service, parts, and warranty operations.
• Analyze departmental performance, profitability, and expenses.
• Implement measures to achieve revenue, gross margin, and cost-control targets.
• Prepare performance and financial reports for management review.
• Ensure compliance with health, safety, quality, and environmental regulations.
• Maintain audit-ready documentation for service, warranty, insurance, and parts.
• Ensure alignment with manufacturer standards and company policies.

Qualifications & Experience:

• Bachelor’s degree in Mechanical / Automotive Engineering (Master’s preferred).
• Minimum 8–10 years of experience in after-sales operations, including service, parts, and warranty management, with at least 3 years in a managerial role.
• Strong technical background in motorcycles (preferably Japanese and European brands).
• Proficiency in Dealer Management Systems (DMS) and reporting tools.
• Proven leadership, financial management, and customer service skills.

Key Competencies:

• Strategic leadership and planning
• Customer service excellence
• Team management and coaching
• Technical and operational expertise
• Financial and analytical acumen
• Communication and negotiation skills