Head of Aftersales Service Operations
Apply now Job no: 505454
Work type: Full Time - Permanent
Location: Gaydon, Warwickshire
Aston Martin is built upon the passion, skill and creativity of the people who dedicate their working lives to the most iconic brand in the world. Every intricate stitch beautifully expressed line, and the stirring noise of our engines is a manifestation of the desire and collective spirit to create the most beautiful cars: the soul of Aston Martin made real.
Acting as the voice of the customer within the Business the Primary responsibility of department is interpret field information and determine priority issues for resolution.
Key Duties & Responsibilities:
Monitoring field data sensors, spotting trends and early warning issues
Identification and prioritisation of customer issues for inclusion in ‘league table’
Defining field problems clearly and allocating issues into the functions for resolution
Driving resolution of customer issues through a structured problem solving process
Monitoring effectiveness of introduced solutions
Determining field actions for customer issues, fix on failure, campaign or customer satisfaction campaign
Monitoring and measuring campaign/recall completion
Responsible for monitoring field sensors, identifying trends and new issues for escalation
Using all data sources to establish accurate problem statement, incidence rate, market regions effected,
clear customer symptoms.
Determining correct problem owner, ensuring clear problem handover and ownership
Driving customer problem resolution through structured problem solving process and meeting cadence
Determination of service fix
Responsible for determining, communicating and coordinating field action decisions including fix on failure, service campaigns and recalls.
Qualification & Experience:
Team management experience.
In-depth project management skills
Complex data analysis.
Understanding of parts operations
Technical vehicle knowledge
Management of external providers
Standards setting and auditing
Delivery of dealer/owner publications
Data analysis techniques.
Advertised: GMT Daylight Time 11 Oct 2021
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