Aftersales Business Manager

Maserati produces a complete range of unique cars with an amazing personality, immediately recognisable anywhere. With their style, technology and innately exclusive character, they delight the most discerning, demanding tastes and have always been a global automotive industry benchmark. A tradition of successful cars, each of them redefining what makes an Italian sports car in terms of design, performance, comfort, elegance and safety, currently available on more than seventy markets internationally.

Powered by Passion. Unique by Design. Innovative by Nature. Masters of Italian Audacity.

With an Italian History and as Global Icon, Maserati is now looking for new talents to join the #Maserati Family.

MISSION

He/she will also bring improvements to processes, procedures and profitability for the dealers and improved revenues for Maserati. Ultimately, the target of Aftersales is the Customer retention and loyalty: that means repeated workshop visits and repurchase of a Maserati vehicle by satisfied Customers.

RESPONSIBILITIES AND DUTIES

To implement actions plan to increase Net Promoter Score

To development and improve loyalty tools (Extended warranties, Pre-paid maintenance, LM, CRM,)

To deploy Region target to the network and implement commercial/communication actions to support the achievement

To analyze dealer sales performances according to car parc evolution by Business lines and product families

To check dealers overdue payments and define recovery actions

To communicate dealer annual Commercial Policy

To assess and approve network warranty and goodwill claims

To monitor and define recovery actions to reduce vehicles days down (parts delivery, BOL support,)

To manage Customer care cases + legal cases + technical inspections (flying doctor)

To interact with critical Customers for Customer Care cases resolution

To monitor Roadside Assistance operations and SLAs, manage extra policy cases

To perform warranty audits in the network

To manage recall/service campaigns with network and local authorities

To visit Dealers and support their daily business (commercial and technical)

To escalate parts availability issues to Logistic HQ

To manage retrofit /homologations requests, including new models launch

To support Network Development for new dealers appointments, workshop CI and standards assessment, terminations

Guarantee and monitor customer experience, caring and loyalty

Manage recall/service campaigns with network and local authorities

Escalate parts availability issues to Logistic HQ

Monitor product quality, regularly inform the HQ about Quality expectations by market and quickly escalate emerging quality issues

Manage retrofit / homologations requests, including new models launch

**REQUIREMENTS**:
Degree in Engineering (preferably Mechanical)

Previous experience within the automotive industry

**Technical skills**: to deal with the network and Technical Service Operations on daily product issues

**Commercial skills**: to negotiate, set and achieve the sales and Profit targets discussed with market and each single dealer

**Managerial skills**: to coordinate all the involved departments for Customer experience enhancement

Excellent knowledge of German (C2 level), proficiency in English (B2 level - minimum); knowledge of Italian as a welcome plus

Very good knowledge of the MS Office suite

Negotiation and problem solving skills, being capable of navigating complex organization

We celebrate diversity and are committed to creating an inclusive environment for all our employees. We aim to encourage a culture where people can be themselves and be valued for their contribution.

Join Maserati World.

Audacity #Passion #Maserati

Our benefits reflects the FCA commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life.

As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired.