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  • Job reference: RMS0203910

Aftersales Product Support & Quality Manager

  • Sector: Commercial
  • Location: Crewe, Cheshire
  • Job type: Contract
  • Date posted: 17/12/2018
  • Duration: 6 months
  • Time left:
    d h m s
    (15/02/19)
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The Role:
The Product Support and Quality Manager is a 100% customer focused position with responsibility for global 'First Time Fix' company targets and for the escalation and representation of all field concerns. Responsible for ensuring robust Aftersales processes are in place to support the correct prioritisation of field concerns into the company process and to ensure 100% data integrity.

Responsible for the delivery of customer satisfaction in line with company objectives utilising the core service process strategy and voice of the customer steering group actions. The role holder will lead all 'First Time Fix' and 'Speed of Technical Resolution' improvement initiatives. Responsible for the operational management of the Product Support and Aftersales Field Quality department.

Responsibilities:
1. Globally responsible for Quality 'Early Warning' data processes and analysis and for representing Aftersales and Sales & Marketing regions/importers in all Quality work streams and senior management forums.

a. Leads all Aftersales field Quality meetings within Aftersales and ensures regional and importer alignment in support of embedded processes.
b. Ensures the development and production of monthly reporting for all Aftersales Quality areas of responsibility and conducts regular reviews with the Aftersales Director, the Head Of Service Operations and Quality.
c. Uses accurate data analysis tools and techniques to identify emerging trends that could adversely affect business targets and recommends actions to mitigate any business risks.

2. Globally responsible for the development and delivery of all central technical support strategies for the global dealer network including indirect responsibility for an additional 11 Field Engineers positioned within Bentley's Importer network. Also responsible for the day-to-day management of all dealer technical concerns, including the company Critical Issue Alert escalation process which includes authorisation of urgent travel and the dispatch of global field support Engineers to resolve serious customer concerns worldwide . This role may also require the role holder to develop innovative solutions for critical customer concerns.

3. Global 'First Time Fix'/'Speed of Technical Resolution' & Business data reporting:

a. Lead all 'First Time Fix' and 'Speed of Technical Resolution' improvement initiatives within Aftersales and ensures regional and importer alignment in support of these.
b. Ensure the development and production of monthly reporting for all Aftersales Product Support areas of responsibility and conducts regular reviews with Aftersales Director and Head Of Service Operations.
c. Use accurate data analysis tools and techniques to identify emerging trends that could adversely affect business targets and recommends actions to mitigate any business risks.

4. Ensuring delivery of dealer and customer satisfaction targets in line with company and group targets. Ensuring customer mobility, including technical support for vehicles 1955 to current. Responsible for communication and coordination of Dealer Support activities across all regions including service campaigns and recalls.

5. Interface with group Technical Support, Quality reporting and importers relative to Service Operations business areas. Represents the Central Aftersales Business at group and company brand Global/Regional Aftersales forums and with external organisations

6. Deliver Bentley's Importer integration (policies, processes & monitoring) relative to Product Support and Quality reporting consistent with guidelines.

Qualifications:
- Educated to Degree level in a Financial/Business/Numerate/Technical discipline or equivalent
- Appropriate professional Qualification i.e. Chartered Manager, Chartered Engineer etc.

Skills/Experience:
- Experience of several management disciplines including strategy development, project management, organisational development, operational management and P&L accountability - Essential.
- Experience of Sales and Marketing or retail - Advantageous.
- Customer relations experience.
- Ability to use a structured approach in anticipating and resolving technical problems.
- Ability to communicate and influence at all levels.
- Strong business acumen with a high level of commercial awareness.

Practical/Technical Knowledge:
- Knowledge of Automotive industry, Bentley Product and dealer practices.
- Overview of VW Group Aftersales systems and processes.
- Knowledge/experience of working in other Bentley functions - Engineering, Quality, Production & Purchase.

The Company:
A leading automotive manufacturer with a reputation for outstanding quality the world over. With demand increasing and an upturn in production, there is a need to bring further skills into the business to deliver on current and future projects.

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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