As the aftersales manager I was responsible for the successful operation of the workshop and parts department. I had to ensure all customer vehicles are fully repaired and serviced according to Manufacturer standards and within agreed time frames. I had to communicate with the customers regarding the repairs and any additional work required, providing excellent customer service and duty of care. I had thorough knowledge of the complete product range and have full awareness of our competitors. I was responsible to provide guidance and training to each team member to improve their performance and to ensure that all technicians are doing their jobs effectively and confidently to achieve set KPIs and also collaborating as a team. I had to monitor and ensure that the completion of all service and repair paperwork is completed promptly, ensuring complete customer satisfaction. I had to ensure the technicians were allocated to jobs according to their skill set. I had to make sure customer vehicles were handled with care in the Service Workshop. I was responsible to keep a sufficient level of stock at all times for the profitable operation of workshop and parts department. I had to monitor incoming stock for damages, shortages or other anomalies. I had to ensure that all parts were booked in correctly and allocated to their location. I had to make sure that customers were informed on backordered parts or accessories to keep them up to date. I was constantly seeking out upselling opportunities to achieve targets and increase sales. I was proactively on a lookout for third party suppliers to keep high quality parts and to retain the highest possible margin. I also provided brilliant customer service face to face, over the phone and email to customers and other stakeholders to maintain positive reputation of the company.

I was looking after the entire UK dealer network of the Piaggio, Vespa, Gilera, Derby, Aprilia and Moto Guzzi motorcycle brands reporting to the Parts and Accessories Manager. I had to manage the parts and accessories related issues over the phone, through the CMR system or email. I prepared parts and accessories related network communications regarding promotional activities, up to date price lists, up to date accessories brochures and product updates by using MS applications, Adobe InDesign, SAP. I prepared quotations and processed large parts and accessories orders. I increased P&A sales by creating seasonal, brand and model specific promotions. I continuously monitored dealer performance to help them reach their monthly target. I organized performance review meetings with underperforming dealers to understand their buying habits, to influence them and discuss the value of OEM products. I had to create daily, weekly and monthly reports to upper management using Vlookup, pivot tables, various charts and formulas. I was responsible to manage our E-commerce platform. I had to provide administrative support to the field based sales representatives. I was responsible to manage all parts and accessories related warranty issues and also conducted warranty audits. I also provided technical support to field representatives and dealers by identifying parts in the EPC they could not find and also trained them how to insert RMA claims or where to find certain features on our dealer portal. I proactively organized web portal training to new and existing dealers. I provided excellent customer service towards manufacturer and the dealer network by doing the extra mile and keeping them up-to-date at all times.

As the parts and accessories specialist I provide excellent customer service to our retail and final customers. Monitoring the motorcycle accessory trend, price position and provide feedback to HQ. Supporting accessories development by providing product review. Supporting marketing department with accessory related product launch and other activities. I was responsible to manage our E-commerce platform. I ensure that all retailers are following the right procedures and comply with manufacturer requirements. I was also leasing with our parts and accessories distributor and keeping them up to date regards to product updates, recall campaigns and parts and accessories related promotions. I also deal with transport companies to ensure flawless delivery to our network and DVLA regards to AFRL requests. Managing parts and accessories related warranty issues.

As the workshop manager I was responsible for the successful operation of the workshop. I had to ensure all customer vehicles are fully repaired and serviced according to Manufacturer standards and within agreed time frames. I had to communicate with the customers regarding the repairs and any additional work required, providing excellent customer service and duty of care. I had thorough knowledge of the complete product range and have full awareness of our competitors. I was responsible to provide guidance and training to each team member to improve their performance and to ensure that all technicians are doing their jobs effectively and confidently, collaborating as a team. I had to monitor and ensure that the completion of all service and repair paperwork is completed promptly, ensuring complete customer satisfaction. I had to ensure the technicians were allocated to jobs according to their skill set. I had to make sure customer vehicles were handled with care in the Service Workshop.

I was responsible to keep sufficient level of stock at all times to ensure productivity and profitability of the warehouse and workshop. I was also responsible to provide quotes and take orders from dealer network and retail customers. I had to keep workshop manager up to date on back ordered parts, so he could lease with workshop customers accordingly. I had to provide quotation to workshop and retail customers on the coast of the required parts. I was dealing with parts and accessories related warranty issues. I was controlling incoming stock for quality, damage and shortfall. I was also responsible for sourcing required parts or accessories from 3rd party supplier.

Dealer of Mercedes Commercial Vehicles I was responsible to serve the workshop and retail customers with the required parts or accessories. I was also responsible to check incoming goods for quality, quantity and packaging errors and inform supplier of the anomalies that occurred. I had to make sure that manufacturer standards were followed accordingly while inserting warranty and RMA claims. I was responsible to maintain up-dated displays at all times providing high quality merchandising of parts and accessories.. I had to deal with parts warranty requests, RMAs and warranty audits. It was my responsibility to ensure that all exchange and warranty units are prepared and returned in the prescribed manner. I had to keep workshop foremen up to date on back ordered parts, so they could lease with workshop customers accordingly. I provided quotation to workshop and retail customers on the coast of the required parts. Full order management to retail customers. I had to ensure that all procedures for handling cash, cheques and accounts are fully adhered to in accordance with company policy. Conduct yearly stock take. I had to ensure that the work area is kept to a high standard of cleanliness and that Health and Safety and COSHH requirements are adhered to at all times.