Aftersales Manager

I. Summary Description (purpose of the job and its overall contributions to company goals)

Provide leadership and motivation to dealer technical and service network. Manage service network for the full service and technical operation. Interact with customers and distributors to resolve issues, sponsor projects, provide technical support, and build relationships. Drive proactive aftersales business development across the dealer network, identifying growth opportunities in service, parts, accessories, warranty and retention programs. Support the development and execution of aftersales marketing initiatives to increase customer retention, workshop traffic, and revenue generation. Coordinate with Ferrari Japan Technical Manager by supporting product engineering activities and technical process support management, establishing best practices, metrics and systems to efficiently track instruments status, campaign and field activities, and customer satisfaction. Ensure compliance with relevant Environmental Health & Safety Rules and Regulations for safety of all field service personnel.

II. Primary Responsibilities (key areas of responsibilities in details; sales operations)

Guiding dealerships on how to achieve targets i.e. Service throughout, Genuine Parts sales, Genuine Accessory sales, CSI, Mystery Repair, Classiche applications, Extended and Power Warranty, Ferrari Approved Certified Pre-owned units, Service retention and other KPIs related to aftersales.

Proactively identify revenue opportunities within the existing car parc and support dealers in converting them into aftersales business (service, accessories, warranty extensions). Analyze customer and vehicle data to identify inactive customers and implement reactivation strategies together with dealers.

Monitoring the value and quantity of parts and accessories stocked at dealerships and feedback to Ferrari Japan parts department.

Support dealers in optimizing parts and accessories sales through targeted campaigns and commercial actions.

Support the implementation of local aftersales marketing plans, including seasonal campaigns, service promotions, and customer engagement initiatives.

Promote upselling and cross-selling practices at dealer level to maximize customer lifetime value

Collaborate with Marketing and Sales teams to align aftersales initiatives with overall customer journey and brand strategy.

Monitoring and analysing the aftersales part of dealership composite report and feedback to dealerships for improvement.

Ensure that dealerships meet the requirements in the Dealership Operation Standard (DOS) and conduct auditing when visiting dealerships.

Ensure adherence to company policy and drive diagnostic repair process improvement to increase Right First Time Fix rate to reach HPPS (internal system to track vehicle throughput duration at workshops) targets

Review CSI results relating to repair, right first-time fix and quality of work and develop an action plan to improve scores

Ensure the correct type of special and diagnostic tools are available in the market in line with the published dealer standards

Monitor vehicles off road and work in progress and ensure there is a timely fix escalation process in place.

Provide support to the dealer to ensure there is a robust training plan to develop their technical staff competency (technicians and workshop controllers) and the plan is adhered to company minimum standards.

Monitor, coach and install best practices regarding the quality and quantity of ROL submissions (Red On Line, priority technical support alert request) which feed product improvement action at HQ side

Conduct a review of the warranty parts scrappage process and ensure compliance with the warranty policy and procedure manual

Review the organization of the workshop including the workshop loading and work flow processes, the clarity of the job card work instructions and the organizational information flows. Report out and devise action plans for process issues impacting turn around and lead time for service and repair.

Conduct random quality checks on repaired vehicles prior to customer handover to evaluate the robustness of the dealer quality control process

Monitor the completion rate of all field actions and ensure a dealer process to rework all vehicles exists and is applied

Review the quality of the Job card in relation to the information recorded by the service advisor and the technician as part of their write-up. Provide the necessary level of coaching to improve the quality where necessary

Provide support to the Technical Manager by understanding the current number of open and aged cases. Liaise with the HQ ROL team to provide support and assistance where necessary to reach case resolution. Act as the escalation point for ROL to overcome issues with dealer/importer aged case process.

Provide support the dealers in the management of specific customer complaints as and when required

Promote high quality and adequate quantity market information to manufacture for quality improvement and quick market solutions to fulfill requirements of Japanese market. Appropriate handling on safety related issue by providing vehicle investigation, reporting investigation result to manufacture and/or involved authorities.

Provide support at the race track in case of Challenge series or other Ferrari driving events

III. Qualifications (Experience, Knowledge, Skills, and Abilities) Required

5–10 years in automotive aftersales, technical service, or dealer network management

Premium/luxury automotive experience preferred

Business and financial acumen (KPIs, profitability drivers)

Good stakeholder management (dealers, HQ, customers)

Good coaching and influencing skills

Ability to drive change and implement best practices

Commercial mindset with ability to identify and develop business opportunities

Understanding of aftersales marketing and customer lifecycle management

Japanese: Business level / English: Intermediate /Advanced

IV. Other Requirements

Frequent travel within Japan

Availability for occasional weekend events