Commercial Relations
After Sales Process Quality Supervisor | D'Ieteren Auto | Erps-Kwerps

After Sales Process Quality Supervisor | D'Ieteren Auto | Erps-Kwerps

  1. ORGANISATION

Depends on the After Sales Process Manager that reports to the After Sales Support Manager, who, on his turn reports to the Director Customer & Business Development (CBD).

The person will have a lot of contact with colleagues from different departments and teams (Brand Service Managers, Campus,...) that he/she will have to manage in order to create a coherent whole (multi-brand) so that correct support can be given to both the client/Dealer/D'Ieteren.

  1. Goal

D'Ieteren Auto has recently developed an After Sales Process program to improve and optimize the commercial relationship between D'Ieteren and the Dealer over time. This programme consists of a continuous follow-up and improvement of the Dealers in terms of their After Sales Process. This continuous improvement in function of the commercial relationship is currently carried out by the Field Forces (CBD & IT) and is fed by the quality provided by the After Sales Process Management Team.

The function of After Sales Process Quality is aimed at guaranteeing the quality of the After Sales Process program during the further development of the commercial relations with the Dealers. The function also provides the necessary input and the development of new qualitative elements in the After Sales Process support. These elements can be used for internal D'Ieteren as well as for further support at the Dealers and are part of the After Sales Process Toolbox.

  1. RESPONSABILITIES (primary tasks)

  1. After Sales Process

    • Perfect knowledge of the existing After Sales Process (what, who, when, why, when, how)
    • Acts as After Sales Process ambassador to the Dealers / D’Ieteren teams and the Factory
    • Ensure the deployment and adoption of the existing After Sales Process within each Market Area
    • Analyses the market in terms of After Sales Process optimization for both the dealer and the customer
    • Proposes After Sales Process optimizations for both the dealer and the customer
    • Develop the Business Plan for each proposed optimization
    • Reports the difficulties encountered (lack of resources, collaboration difficulties, technical/functional problems, etc.) and the scope, cost, timing gaps towards the After Sales Process Manager and/or the After Sales Support Manager
    • Describes and documents the optimization within the After Sales Process

  1. SKP Quality Management (and other new technologies in After Sales)

    • Coach and assist the After Sales Field Forces (CBD and IT) in the execution of the After Sales Process Roll-Out
      1. As-Is analysis
      2. Fit-Gap analysis
      3. Creation Action plans
      4. Implementation and adoption of Improvement Tools (After Sales Process Toolbox)
    • Coach and assist the After Sales Field Forces (CBD & IT) in assuring the Quality of After Sales Process within the After Sales Process follow-up
      1. Use of After Sales Process Toolbox in the context of Continuous Improvement
      2. Identifying the needs for Improvement for Dealers in specific
      3. Create and facilitate Dealers based tools (After Sales Process Toolbox)
    • Ensure the implementation and adoption of validated After Sales Process optimizations within the entire Belgian Market
    • Identify, create, challenge, validate missing After Sales Process tools, or existing After Sales Process tools, to be added in the After Sales Process Toolbox
    • Assure the good integration of the different After Sales Process tools in the respective Campus deliverables
    • Facilitate ROI analysis of divers After Sales Process Toolbox elements
    • Facilitate the link between After Sales Process Toolbox elements and the commercial impact in the After Sales Process barometers (more specifically – KPIs)

  1. Coordination/collaboration with D’Ieteren Teams

    • Collaboration with divers D’Ieteren Teams (CBD, IT, Campus,…) in order to
      1. assure a good After Sales Process quality to be implemented
      2. After Sales Process Toolbox creation, improvement, validation and ROI determination
  1. Communication

    • Ensure all communications relating to the coaching of the D’Ieteren teams concerning the After Sales Process quality, in particular by setting up and leading Status Meetings on a regular basis
    • Is the single point of contact for all SKP matters for the dealers and D’Ieteren teams
    • Ensure regular reporting on the progress of its mission to the D’Ieteren Management
    • Prepares the content and materials necessary for promoting the After Sales Process Toolbox deliverables
  1. PROFILE
  • Master degree or equivalent by experience
  • Minimum 5 years of professional experience
  • Good knowledge of After Sales in the Automotive
  • Experience in Project Management
  • Profound experience in Quality Management and Coaching of internal teams
  • Professional level of Dutch/French and good knowledge of English
  • Pragmatic, logic and critically constructive, result oriented
  • Good team player and team builder

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