After Sales Manager

Responsibilities

• Reporting directly to the Regional Manager, the After Sales Manager will form part of the South African Management Team.
• Develop annual expense and investment budgets and ensure achievement of financial plans.
• Develop, implement, and evaluate strategic initiatives that address ongoing and changing business needs across dealer and distributor markets.
• Develop and maintain the after-sales operations of the dealer and distributor network, including the company’s workshop concept, service business development, training, and IT competence.
• Ensure the quality of the dealer and distributor network is continuously improved and maintained through regular implementation and analysis of service surveys and audits.
• Effectively manage and enforce the Group’s warranty policy and ensure timely and accurate reporting of warranty statistics and early warning notifications to relevant product categories.
• Identify and implement internal and external training programmes to ensure ongoing competence improvement of staff and customers.
• Manage internal customer and technical support policies and procedures.
• Direct functions and performance via the Management Team within Sales, Service, and Marketing.
• Identify, evaluate, and implement strategic initiatives that address changing business needs.
• Develop business trading terms and pricing strategies that drive market volume and value growth while maximising group profitability.
• Conduct regular business analysis, including customer profitability, product line performance, cost to serve, competitor activity, and market share development.
• Develop and maintain organisational culture, values, and reputation in the South African market across Sales, Service, Operations, Marketing, and customers.
• Report to Regional Management on organisational plans and performance.
• Work with Service and Sales teams to manage additions/removals of finished goods within the African product assortment.
• Work with product categories to develop new products for the African market and support the evaluation of field testing where applicable.
• Coordinate new product samples for internal review and testing.
• Recommend and review product specifications and requirements.
• Ensure all aspects of the African product assortment meet specification requirements.
• Ensure accuracy in STEP for all finished goods.
• Ensure product compliance for the HZA market (NRCS).
• Develop and manage a complete product roadmap.
• Conduct regular market research on competitor pricing, offerings, and promotions.
• Manage and maintain ZA and Distributor PHS pricing submission files.
• Ensure TP pricing is loaded in PHS and manage all pricing master files.
• Manage price increases and assist with the release of new price lists.
• Report on quarterly PD with Finance.
• Engage in and manage the HZA elimination process.
• Work with the Operations team to ensure HZA PNC is loaded into the REX business system and all replacements are correct and accurate.
• Work with After Sales and Operations to ensure spares are ordered to support new product launches.
• Develop product launch communication and specification documents in conjunction with Marketing.
• Create training modules for internal staff and external reps on new product releases.
• Work with the Service team to develop new product training for dealers and distributors.
• Conduct product training for staff, dealers, and distributors.
• Become a product expert through regular usage and personal testing.
• Assist Marketing with PR and social media content to ensure product relevance and accuracy.
• Work with Marketing to ensure all product communication is accurate before publication.
• Proofread all material, including catalogues.
• Work with Marketing on new product photo and film shoots.
• Assist in managing websites, STEP, Sitecore (MPIM), support site, Web Order, consumer site, and e-commerce platform.
• Submit monthly after-sales and warranty reports.
• Conduct internal and external training courses where required.
• Manage, motivate, and coach all team members to ensure achievement of goals and objectives; conduct performance appraisals in line with Group standards.
• Identify development needs within the team and implement appropriate training plans.
• Provide an environment that encourages personal and professional development.
• Provide leadership and coordination across all functional areas of the company.

Requirements

• Matric (Grade 12).
• Minimum 5 years’ experience in a management role or similar environment.
• Technical knowledge of outdoor power equipment, including 2-stroke, 4-stroke, and battery-powered products.
• Business Degree or equivalent qualification acceptable to the company.
• Strong commercial acumen with a strategic and analytical approach.
• Innovative mindset.
• High level of competency in Microsoft Office (particularly Excel) and strong understanding of IT systems and applications (including AI).
• Valid driver’s license.
• Excellent communication, customer relationship, and stakeholder management skills.
• Strong planning, organisational, and time management abilities.
• Results-driven, proactive, and able to work with urgency and meet deadlines.
• Close attention to detail and accuracy.
• Flexible work schedule and willingness to travel as required.