Careers at Laguna Motorcycles

LOCATIONS: MAIDSTONE HARLEY-DAVIDSON

We are seeking a super talented Aftersales Manager to join our fantastic team at our Maidstone Harley-Davidson store in Aylesford, Kent. Read on for more details about the requirements of this role...

ROLE RESPONSIBILITIES:

• Meet and exceed targets through the effective operation of the Aftersales team, by satisfying and exceeding customers’ expectations and by monitoring and controlling costs and resources.
• Lead by example and develop Aftersales staff to deliver excellent service to all customers; enhancing the dealership’s reputation and achieving the highest level of customer satisfaction, retention and loyalty. Oversee the development programmes for service and technician staff, including biannual reviews and facilitate a positive attitude in relationships with others. 
• Investigate and resolve customer complaints, keeping records of these together with customer congratulations for present and future use.
• Ensure that procedures are carried out in accordance with dealership policies. Such functions will include: parts special order systems; warranty claims; workshop loading; parts ordering and returns; customer follow-up; stock handling and storage; stock control system; invoicing; daily operating controls, and compliance with consumer laws and franchise standards.
• Ensure that stock is received, identified and stored carefully and in accordance with supplier and manufacturer instructions and is kept secure, readily locatable and in saleable condition.
• Administer warranty and replacement parts policies in a cost-effective manner while maintaining the best interests of the dealership, manufacturers and customers.
• Interpret data and system-generated reports then translate into action plans for the team. 
• Maintain awareness of developments, legislation and events in the motorcycle industry which will impact on future business opportunities or trading practices and communicate them appropriately. 
• Ensure that all customers’ vehicle servicing, diagnostic, repair and maintenance jobs are booked in a timely and accurate manner and job cards are produced for the workshop. Liaise with the service advisor daily and formally at least weekly, to review jobs in workshop in progress and/or un-costed jobs, and to resolve any issues which may arise.
• Actively and continuously seek new products and opportunities to sell existing products. Plan and co-ordinate product and workshop promotions and act as the key contact for suppliers’ representatives.
• Work with the Marketing team to set up and maintain effective displays and promotions for aftersales products and offers to increase sales and enhance the appearance of customer facing areas.  
• Maintain a safe working environment, be responsible for your personal health & safety at work and ensure safety of customers, colleagues and yourself by addressing issues with the aftersales team and reporting issues beyond your control to the Safety Officer.
• Maintain required standards of conduct and behaviour towards customers and in the workplace.

If you have the skills required to successfully perform this role and are interested in joining our team, we'd love to hear from you. Please get in touch by completing the form via the link below, or send us an email via jobs@laguna.co.uk