Pietermaritzburg: After Sales Manager – Pietermaritzburg

About the Role

The After Sales Manager is a critical component of our South African Management Team, responsible for driving business growth and profitability in the after-sales operations of our dealer and distributor network. This role requires a strategic thinker with excellent commercial acumen, technical knowledge of outdoor power equipment, and strong leadership skills.

Key Responsibilities

• 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 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 Groups 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
• 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 (product lifecycle management)
• 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 (e.g. PNC status, feature images, feature text, and specifications)
• 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
• Manage TP pricing 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 (Product Launches, Spec Sheets, Catalogues, Price Lists)
• 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

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 drivers 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

Qualifications

No qualifications mentioned in the original job description.