Key responsibilities for this position include, but are not limited to:
Spare Parts Plan/Strategy
- Design and implement a plan to improve quality of service, productivity and profitability
- Managing Supply part to Customers – for In/Out of warranty defective units.
- Maintain the part supply lead time of 2-3 days and to find solution plan to improve.
- Managing process Build strategic partnerships with third parties e.g. parts centres, dealers, to enhance and improve customer service
Policies and Procedures
- Develop and implement parts policies and procedures that support the turnaround time
- Define and communicate customer service standards and ensure adherence
- Make sure processes are followed correctly and monitor compliance
- Find solutions to improve processes
- Ensure compliance with work procedures and rules and suggest improvement thereof
Operations Management
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Monitor returns and make sure returns are collected and done within the 30Day period (25-25 of each month )
- Prevent long time pending returns / Communicate to customer to clear out.
- Monitor and assist with the parts scrapping (Defective Returns /Shortages E & O)
- Load EP approvals for parts to be scrapped
- Load BPM approvals – correct processes must be followed
- Close interaction with relevant departments to resolve customer queries
- Regular status meetings with all strategic partners regarding customer queries to monitor and ensure customer satisfaction.
- Oversee the achievement and maintenance of agreed customer service levels and standards
Back Orders
- Monitor and maintain back order .Find solutions to improve fill ratio / action plan
- Receive backorder status weekly – Check with supplier and challenge to supply faster
- Managing process
Customer Queries/Satisfaction
- Daily response to E-Mails (12 hour rule)
- Give feedback and solutions within 24hours
- Request customers to provide feedback on service provided by parts department to identify areas for further improvement
- Analyze feedback received service performance data (repair turnaround time, cost, part supply, appointment, responsiveness and etc.) in order to provide utmost satisfaction to the customer
- Audit and make corrective action for the performance of the direct service centres
- Resolve customer complaints and parts related issues and improve overall quality of customer service
Stock Management
- Managing /assist Audit team during Stock counts twice a year
- Do random stock counts to verify correct counts
- Managing assist Hi-lo to load approval and follow correct process
- Maintain stock at a level that enables customer service and repairs to be completed without delay
Training
- Provide GSFS training (Part processes) to New ASC/Esc and AE distributors to achieve required service to the customer
- Assist with training material and make sure it is updated to meet changes all the time
- Staff Training – System and job improvement
Reporting
- Inventory report weekly to Service Director
- Fill ratio report weekly to Service Director
- Report on PO/IR and find action plan to improve weekly/monthly
- Parts return report daily/weekly/monthly– Check and find solutions to improve