Director, After Sales

4 weeks ago

المملكة العربية السعودية, Saudi Arabia MECS Africa Full time

After Sales Director plays a critical role in ensuring that the company is the preferred equipment partner by providing all the services needed for an equipment. The Director is responsible for ensuring there is a clear strategy for Service and Parts across the Kingdom. The person is in this position is responsible for optimizing customer experience, driving revenue growth, and growing the aftermarket business, exceptional service, technical support, and spare parts.

Essential - Bachelor’s degree in Engineering

Desirable: Master’s degree in Business Administration/Management, Certifications like Finance for Non-Finance, Quality Management (TQM, Six Sigma, Lean Management, TPM), Advanced Management Program

Essential:
Professional fluency in both written and spoken Arabic and English
- a) 15+ years of progressively responsible experience & proven After Sales experience in the heavy machinery industry
- b) Experience in growing market share in adverse business environment
- c) Designing strategy and translating it into multi-year business plans
- d) Skilled in assessing business cycles and corresponding demand levels
- e) Developing annual revenue plans for existing and new product lines
- f) Excellent practical knowledge of TQM framework and quality tools in building systems with policies, processes, procedures and guidelines
- g) Prior experience in negotiating with internal and external stakeholders
- h) Should have a high level of written and oral communication skills
- j) Currently in a middle management position in the power equipment and off-highway equipment industry
- k) Should have prior experience working with top management

Professional fluency in both written and spoken Arabic

Main Responsibilities

Business Strategy and Market Intelligence:
As part of the senior leadership team of the organization shares responsibility for ensuring the right Vision and Mission for the organization.

Translate the Vision and Mission into a comprehensive multi-year strategy for the Service and After Market parts business.

Identify strategic opportunities to enhance revenue, improve customer satisfaction, and drive growth.

Ensure KPIs are aligned to strategy.

Achieves satisfactory profit ratio & market share in relation to preset standards, industry as well as economic trends.

Monitors competitor performance, understanding their business strategies.

Establishes and maintains relationships with industry influencers and key strategic partners.

Business Planning, Review and Communication:
Responsible for reviewing the entire department budgets for Service and Parts including expected Revenue, target Gross Profit and all decisions pertaining to capital allocation for manpower, machinery, facilities etc.

Develop and implement annual plans & forecasts to achieve business goals for products and services.

Analyze and communicate rolling forecast for the complete year and review later if required any changes and submit to OEMs.

Conduct monthly performance review by department and branch for each After Sales offering (parts, services or combination of both).

Resolve issues identified in the monthly and quarterly business performance reviews.

Supervise quarterly performance reports meant for Managing Director and Finance Director.

Leadership:
Clear communicate the strategy to ensure to direct reports, heads of Service and Parts and indirect reports.

Build and maintain an organizational culture aligned with strategy.

Advocate to Managing Director on behalf of After Sales for resources.

Be actively involved in recruiting as well as onboarding direct reports and skip-level personnel.

Health, Safety & Environment

Lead by example in prioritizing safety

Work with HSE Team and Training in having sufficient number of refresher courses and new employee orientation particularly for Service operations

Work with HSE Team and HR in ensuring that unsafe practices are fined

Quality Assurance and Continuous Improvement

Work with QAQC team to review current QAQC policies and department-specific SOPs, ISO Standards and SDEC QMS.

Draw on practical experience to guide in the design of TQM and TPM

Guide departments on using various quality tools resulting in services that meet customer satisfaction in a profitable manner

Motivate team to identify opportunities for systemic improvement in adherence to industry best practices.

Customer Support and Relationship Management:
Provide consultative support to clients in post-sales phase of the customer lifecycle.

Ensure timely resolution of customer inquiries and complaints.

Build and maintain strong relationships with key accounts.

Spare Parts Management:
Review and give final approval for data-based decisions are taken to plan for adequate inventory.

Collaborate with Procurement and Logistics to ensure that inventory levels and distribution is based on seasonal and regional requirements keeping in mind strategic longer term project commitments.

Marketing:
Work with

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