Brief introduction of this position:

1) Implement expressed policies and procedures.

2) Improve continuously regional After Sales performance and customer satisfaction to fulfil given targets.

3) Ensure that central and regional After Sales plans and relevant programs are properly implemented.

4) Receive, assess, provide solutions to settle customer concerns and complaints in the economical way.

5) Ensure efficient communication

Key tasks:

1. Implement expressed policies and procedures, supervise adherence to Bentley brand standard policies and processes.
2. Analyse root causes and advise on problem solving
3. Cooperate with dealer General Managers and escalate to dealer principle/ investor. Carry out frequently random checks on tools and equipment availability, cross check dealer after Sales process
4. Execute required dealer visits based on need and urgency, improve continuously regional After Sales performance and customer satisfaction.
5. Collect and assess relevant regional information and analyse the impact on respective dealer's After Sales business. Develop the regional after-sales plan & Define the spare parts sales targets
6. Support the dealers to improve customer relationship management. 11) Develop the regional CEM improvement plan. Ensure cntral and regional After Sales plans, relevant programs are implemented
7. Support & implement the Aftersales Marketing Manager to define effective marketing activities. Monitor the dealers overall operations 15) Support the dealers to improve personnel qualification
8. Facilitate the implementation of dealer training plan. Receive, assess, provide suitable solutions to settle customer concerns and complaints & Maintain an ongoing database
9. Develop customized strategies for individual cases. Design decisions always in the way to meet customers' expectations. Consolidate and feedback the quality and technical problems
10. Support the dealers to properly handle customer complaints. Plan and liaise with Finance/ Controlling. Lead and follow up all customers' product complaint measures
11. Review dealer design drawings. Participate in interview and assessment of dealer's key After Sales management positions. Support design of dealer KPIs and responsible for dealer KPI results

Qualification and skills:

• Bachelor's degree or above.
• 2-5 years' experience in After Sales market support and/ or management
• Performance orientation and problem solving skills
• Good communication skills,  customer orientation and team work spirit
• Expert level of product and market knowledge, Understanding of cost structures in automotive wholesale and retail level
• Chinese and English language skills essential