After-Sales Services Regional Supervisor (Piaggio Turkey)

AFTER-SALES SERVICES REGIONAL SUPERVISOR

1. MAIN OBJECTIVE

To ensure that the authorized service network within the assigned region delivers efficient, high-quality services in compliance with company standards; to enhance customer satisfaction, brand loyalty, and the sustainable performance of after-sales services by improving technical and operational processes.

2. KEY DUTIES AND RESPONSIBILITIES

- Conduct periodic visits to authorized service centers to audit their after-sales operations in terms of operating standards, organizational structure, personnel, and technical standards.

- Identify areas for improvement at authorized service centers with the aim of increasing customer satisfaction, define corrective and improvement actions, and monitor their implementation.

- Ensure that monthly After-Sales Services (ASS) reports are submitted to the company and dealers, and follow up on their distribution.

- Ensure that dealers maintain effective and adequate spare parts inventory levels; conduct sales and stock analyses and report the findings to senior management.

- Work in coordination with other departments, including Customer Experience and Warranty, to ensure that dealer and customer requests are addressed effectively and resolved in a timely manner.

- Support After-Sales Services and Spare Parts Sales and Marketing activities, as well as the development of spare parts pricing policies.

- Monitor industry practices and trends to identify opportunities to improve the after-sales service operations of the brand represented by the company.

- Support dealers in ensuring compliance with recruitment criteria and obtaining the necessary approvals for personnel recruitment; participate in interviews when required.

- Support dealers and the IT Department in the development and improvement of dealer management systems and related business processes.

3. GENERAL QUALIFICATIONS

- Bachelor's degree in Mechanical Engineering, Industrial Engineering, Automotive Engineering, or a related engineering discipline.

- 5 years of experience, preferably in the motorcycle or automotive industry, in after-sales services, authorized service network management, or technical field operations.Experience in authorized service processes, maintenance and repair operations, warranty procedures, and spare parts management.

- Technical knowledge of motorcycle mechanical, electrical, and electronic systems, as well as troubleshooting and diagnostic processes.

- Experience in monitoring service performance indicators and improving operational efficiency and customer satisfaction.

- Proficiency in Microsoft Office applications.

- Excellent command of English.

- Strong reporting and analytical skills.

- Ability to analyze technical problems with a solution-oriented and continuous improvement mindset.

- Strong communication, coordination, and business partner relationship management skills.