1. Strategic Planning & Business Development:

Develop and execute the national aftersales market strategy to achieve targets for parts sales, customer retention, and profitability.

Analyze market trends, competitor activities, and customer needs to identify new business growth opportunities (e.g., extended warranties, fleet management services, telematics services).

Be responsible for the annual budget preparation, financial forecasting, and performance monitoring for the aftersales department.

2. Parts & Accessories Management:

Lead the planning, procurement, and logistics management of the national parts inventory, optimizing stock levels to ensure high parts availability while controlling costs.

Manage parts supply chain relationships with the headquarters (China) and local suppliers.

Develop competitive parts pricing strategies and promotional activities.

3. Service Network Development & Management:

Develop, evaluate, and manage the national network of authorized service dealers.

Develop and implement standardized service processes, repair techniques, and warranty policies for dealer service teams.

Conduct regular audits and training for dealers to ensure their service quality meets FAW Trucks brand standards.

4. Technical Support & Warranty Management:

Establish an efficient technical support system to provide expert guidance to dealers for resolving complex vehicle faults.

Oversee the management of the national warranty process, ensuring the accuracy and timeliness of warranty claim handling, and analyze warranty data to drive product quality improvements.

5. Customer Relationship Management:

Monitor and improve Customer Satisfaction Index (CSI), and handle escalated major customer complaints.

Work closely with the sales team to provide customized aftersales solutions for large fleet customers, ensuring high customer retention.

6. Team Leadership & Training:

Recruit, train, and manage the national aftersales team (which may include Parts Supervisor, Technical Support Specialists, etc.).

Foster a high-performance team that is customer-centric and results-driven.