Head of Aftersales

Company Overview

Volt Auto is Singapore’s exclusive authorised dealer for the latest Electric Vehicles, providing distribution, retail, and after-sales services, and committed to delivering exceptional vehicles and service as a trusted name in the industry.

Position Overview

The Head of Aftersales is responsible for leading and overseeing the overall aftersales operations of the company, including service operations, customer support, warranty management, parts coordination, and customer satisfaction initiatives. This role plays a strategic leadership function in driving operational excellence, revenue growth, service quality, and long-term customer retention. The incumbent will work closely with management and cross-functional teams to ensure efficient aftersales performance while maintaining high standards of customer experience and operational compliance.

Responsibilities:

1. Aftersales Operations Management

• Lead and oversee daily aftersales operations, including service, maintenance, warranty claims, customer support, and parts coordination.
• Develop and implement aftersales strategies, policies, SOPs, and service standards to improve operational efficiency and customer satisfaction.
• Monitor operational KPIs and service performance to ensure targets are achieved.
• Drive continuous improvement initiatives to enhance service quality and productivity.

2. Customer Relationship & Service Excellence

• Ensure high levels of customer satisfaction through professional handling of customer concerns and escalations.
• Build and maintain strong relationships with key customers and business partners.
• Develop customer retention and loyalty initiatives to strengthen long-term business relationships.
• Ensure timely resolution of customer complaints and aftersales issues.

3. Team Leadership & People Management

• Lead, mentor, and develop the aftersales team, including managers, executives, coordinators, and technicians.
• Conduct performance management, coaching, and training to build a high-performing team.
• Foster a positive, customer-oriented, and results-driven work culture.
• Support manpower planning, recruitment, and succession planning for the department.

4. Financial & Business Performance

• Manage departmental budget, cost control, and profitability of aftersales operations.
• Monitor revenue performance and identify opportunities for business growth and service improvement.
• Prepare management reports, operational analysis, and business forecasts.
• Ensure proper control of operational expenses and resource utilization.

5. Compliance & Process Improvement

• Ensure compliance with company policies, safety standards, and regulatory requirements.
• Review and improve workflow processes to increase efficiency and service turnaround time.
• Maintain accurate documentation, reporting, and operational records.
• Collaborate with internal departments to ensure smooth coordination and service delivery.

6. Strategic Planning

• Support management in developing long-term aftersales business strategies and expansion plans.
• Analyse market trends, customer feedback, and industry practices to identify improvement opportunities.
• Lead transformation and digitalisation initiatives within the aftersales function where applicable.

Requirements:

• Bachelor’s Degree or Diploma in Business Administration, Engineering, Automotive, Operations Management, or related field.
• Minimum 8–10 years of experience in aftersales, customer service, service operations, or related field, with at least 3–5 years in a managerial or leadership role.
• Strong leadership and people management skills.
• Excellent problem-solving, communication, and interpersonal skills.
• Strong operational, analytical, and strategic planning capabilities.
• Ability to manage multiple stakeholders and work in a fast-paced environment.
• Proficient in Microsoft Office and operational management systems.
• Experience in automotive, machinery, equipment, or technical service industry will be an added advantage.