Define Standard process and supervise its implementation providing global solutions for local needs:
- Define Processes,Tooling and Service Team skill to meet OEM, customer and BIA’s needs.
- Lead definition and update of Dealer Operating Standard for Aftermarket activities.
Lead and coordinate tooling management, definition and calibration:
- Organize and dynamize share of good practices across service operation.
- Develop & implement tooling management plan, listing & system.
- Define & Set-up tooling calibration standard and coordinate its implementation.
- Provide guidance and assistance to tooling definition & usage.
Define, standardize & implement Service operational KPI to achieve BIA’s objectives:
- Define and standardize KPI specification based on aftermarket business need.
- Coordinate KPI set-up based on data availability to deliver robust metric that integrates operational constraints.
- Drive KPI implementation and support local entity to pilot aftermarket activities in reaching BIA’s targets.
- As BIA’s lighthouse, set-up implementation of Standard toolbox dashboard aligned with specific local KPI.
Aftermarket product management:
- Develop and manage the aftermarket parts and services business for Komatsu, Bomag, Cummins, Foton and MAN equipment.
- Guarantee the availability and quality of parts, accessories and services.
- Carry out regular market analyses to adjust the service offering and guarantee customer satisfaction.
Sales and revenue growth:
- Develop aftermarket strategies for parts, accessories and services related to Komatsu, Bomag, Cummins, Foton and MAN equipment.
- Work with the sales team to develop and implement promotional campaigns, sales targets and growth plans.
- Increase revenue opportunities by promoting aftermarket solutions (maintenance contracts) and generating additional sales.
- Develop loyalty programs to retain existing customers and attract new customers.
- Oversee aftermarket parts stock levels, ensuring adequate availability in line with demand.
- Optimize parts forecasting to minimize overstocks while avoiding stock-outs.
- Work with the procurement team to ensure efficient and cost-effective parts purchasing.
Customer support and service excellence:
- Manage the teams in place (Workshop Technicians, Field Technicians, Hotline, PSSR, Assistants) to ensure a rapid response and effective solutions to after-sales queries.
- Resolve customer complaints, warranty issues and parts requests efficiently, ensuring customer satisfaction.
- Oversee the provision of after-sales services, ensuring that they meet the BIA Group's high quality standards.