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Maserati NA- Aftersales Director

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Stellantis

28d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Logistics
  • New York

AI generated summary

  • You need a bachelor’s degree (master’s preferred), 8+ years in Aftersales, strong leadership skills, ability to multitask, build relationships, be self-motivated, and achieve goals independently.
  • You will drive parts sales growth, manage Aftersales KPIs, oversee customer experience initiatives, support vehicle launches, minimize buy-backs, and manage warranty spend.

Requirements

  • Bachelor's degree (master's preferred)
  • 8+ years of Aftersales experience
  • Ability to multi-task in a fast-paced work environment
  • Excel in building cross functional and HQ relationships
  • Strong experience leading large teams and developing managers
  • Entrepreneurial individual with a history of leadership and achievement
  • Self-motivated with demonstrated ability to achieve goals under minimal supervision

Responsibilities

  • Drive Net of Warranty parts sales growth and accurately forecast monthly sales to HQ.
  • Manage and answer to HQ on all key Aftersales KPI (eg: buy-back spend, parts sales, warranty expenses, response times by call center and technical support, Net Promoter Score, parts fill rate, etc)
  • Work with HQ Quality to keep track of vehicle quality in the region and identify and address pressing issues.
  • Develop strong service marketing initiatives that are competitively positioned to drive traffic, revenue, and customer retention.
  • Drive the implementation of customer experience processes to improve Net Promoter Score and customer satisfaction across the network. Work closely with HQ on progress.
  • Oversee technical support of vehicle launches, recalls, campaigns and rapid updates, as well as to dealers.
  • Set strategy and oversee execution of plans to minimize customer buy-backs. This requires extensive work with HQ, dealers, Legal, Customer Care, Technical Operations, Parts Logistics, and Field Operations.
  • Oversee warranty spend, including labor rates and parts rates increases.

FAQs

What are the primary responsibilities of the Aftersales Director at Maserati NA?

The Aftersales Director is responsible for overseeing aftersales operations, customer care, parts supply and logistics, warranty, and vehicle technical support across all Maserati dealerships in North America. Key responsibilities include driving parts sales growth, managing Aftersales KPIs, developing service marketing initiatives, improving customer experience, overseeing technical support, and minimizing customer buy-backs.

What qualifications are required for this position?

The position requires a bachelor's degree (master's preferred), 8+ years of Aftersales experience, strong leadership skills, and the ability to build cross-functional relationships. Candidates should also be entrepreneurial, self-motivated, and able to multi-task in a fast-paced environment.

What is the compensation for the Aftersales Director role?

The compensation for the Aftersales Director position is $205,000.

How important is experience in managing teams for this role?

Strong experience in leading large teams and developing managers is crucial for this role, as the Aftersales Director will be overseeing a significant number of staff and operations.

Is there a focus on customer experience in this position?

Yes, a significant aspect of the role involves driving the implementation of customer experience processes to improve the Net Promoter Score and enhance customer satisfaction throughout the network.

Will the Aftersales Director work closely with headquarters?

Yes, the Aftersales Director will have extensive work with HQ on regional strategy, program execution, and monitoring key performance indicators related to aftersales.

Is there a requirement for technical support experience in this job?

Yes, the Aftersales Director is expected to oversee technical support related to vehicle launches, recalls, and various campaigns, requiring relevant technical support experience.

Are there opportunities for professional development in this position?

Yes, the Aftersales Director will have the opportunity to develop managers and lead teams, offering various avenues for professional growth within the organization.

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Stellantis

Manufacturing & Electronics
Industry
10,001+
Employees

Mission & Purpose

Our storied and iconic brands embody the passion of their visionary founders and today’s customers in their innovative products and services: they include Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall and mobility brands Free2move and Leasys. Powered by our diversity, we lead the way the world moves – aspiring to become the greatest sustainable mobility tech company, not the biggest, while creating added value for all stakeholders as well as the communities in which we operate.