The After-Sales Lead

The After-Sales Lead is responsible for leading the overall after-sales strategy and operations for the Guyana operation, ensuring high levels of customer satisfaction, operational efficiency, profitability, and compliance with brand standards. The role oversees the Workshop, Parts Sales, Warehouse, and Service Advisory functions while working closely with the General Manager and the Corporate After-Sales team in Costa Rica to ensure operational excellence and continuous business growth.

The main objectives of the position include:

1.     Lead and execute the after-sales strategy in alignment with the company's business objectives and corporate standards.

2.     Ensure exceptional customer satisfaction by delivering high-quality after-sales services and promoting customer loyalty.

3.     Optimize operational efficiency, productivity, and profitability across all after-sales functions.

4.     Develop and lead a high-performing team focused on technical excellence, customer service, and continuous improvement.

5.     Ensure compliance with brand standards, warranty policies, quality requirements, and applicable regulations.

6.     Provide operational and financial insights to support strategic decision-making by the General Manager and Corporate Headquarters.

EDUCATION

Required:

1.     Bachelor’s degree in Business Administration, Industrial Engineering, Mechanical Engineering, Automotive Engineering, or a related field.

Preferred:

1.     Major degree or higher in Business Administration, Engineering, or a related discipline.

2.     Professional certification in After – Sales Management, Customer Experience, Lean Management, Automotive Service Management or related fields.

PROFESSIONAL EXPERIENCE

The ideal candidate should have:

1.     At least six (6) years of experience in automotive after-sales, service operations, or related areas.

2.     At least four (4) years of leadership experience managing technical and customer service teams.

3.     Experience managing workshop operations and service processes.

4.     Experience in parts management and inventory control.

REQUIRED KNOWLEDGE

The following technical knowledge will be assessed during the recruitment process:

§  After-Sales Operations Management.

§  Workshop Operations.

§  Parts Sales and Inventory Management.

§  Warranty Administration.

§  Customer Experience Management.

§  Service Operations Planning.

§  Operational and Financial KPIs.

§  Continuous Improvement methodologies.

§  Microsoft Office Suite (Advanced Excel).

§  ERP systems.

§  Project Management.

§  Knowledge of ISO 9001 standards is preferred.

LANGUAGES

§  Required: Advanced English (written and spoken).

§  Preferred: Intermediate Spanish.

EXPECTED BEHAVIORS

§  Demonstrates strategic thinking and strong business acumen.

§  Leads high-performing teams while fostering a culture of continuous improvement and operational excellence.

§  Communicates clearly and effectively with stakeholders at all organizational levels.

§  Makes sound decisions based on operational and financial analysis.

§  Builds collaborative relationships with customers, Corporate Headquarters, suppliers, and business partners.

§  Promotes a customer-centric culture focused on service quality and business results.

§  Demonstrates the highest standards of ethics and integrity.

KEY RESPONSIBILITIES

The After-Sales Lead shall be responsible for, among others:

1.     Lead the overall after-sales operation for the Guyana business, including Workshop, Parts, Warehouse, and Service Advisory.

2.     Develop and implement strategies to improve customer satisfaction, operational efficiency, and profitability.

3.     Monitor operational performance through key performance indicators (KPIs) and implement corrective action plans when necessary.

4.     Coordinate after-sales activities with the Corporate After-Sales team in Costa Rica to ensure alignment with company standards, technical procedures, and best practices.

5.     Oversee workshop operations, ensuring efficient scheduling, resource allocation, and productivity.

6.     Supervise parts inventory management in coordination with the Operations & Logistics team to ensure product availability and inventory accuracy.

7.     Ensure the proper administration of warranty claims in accordance with manufacturer and corporate requirements.

8.     Monitor customer satisfaction indicators and implement initiatives that improve the customer experience.

9.     Lead, coach, develop, and evaluate the performance of the after-sales team, including the Workshop Supervisor, Parts Sales Representative, Warehouse Assistant, and Service Advisor.

10.  Develop training plans to strengthen technical competencies, customer service, and operational excellence.

11.  Oversee compliance with quality, occupational health and safety, and environmental standards.

12.  Manage the department's operating budget while ensuring efficient utilization of resources.

13.  Analyze operational and financial performance, preparing periodic reports for the General Manager and Corporate Headquarters.

14.  Identify opportunities to improve operational processes, productivity, and service quality.

15.  Handle complex customer situations and ensure timely and satisfactory resolution of complaints.

16.  Represent the After-Sales department in meetings with customers, suppliers, manufacturers, and other business partners when required.

17.  Support the implementation of new technologies, systems, and continuous improvement initiatives.

18.  Perform any other duties related to the position as assigned by the immediate supervisor.