Aftersales manager (Aftersales manager)
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An aftersales manager is responsible for various activities that have to do with customer contact and customer satisfaction, after a sale or deal has been closed. It does not matter whether this is a sale or deal between companies or individuals. The work of an aftersales manager is very similar to the work of an account manager, because she also has to deal with customer relations. For companies, it is important to maintain a good relationship with the customer even after a sale or deal, because possible new deals can arise from this. Think, for example, of maintenance contracts for company cars or the sale of new company cars in a few years. As an aftersales manager you are not only a relationship manager but also a kind of researcher, because aftersales managers also monitor where possible points for improvement can be applied by the company. In addition, the aftersales manager is usually responsible for questions regarding warranties and troubleshooting, depending on the type of product. As an aftersales manager, you usually lead the aftersales department, depending on the type of company you work in, because not all companies use a special aftersales department. Within smaller companies, there may also be one aftersales manager or employee. One of the most important tasks as an aftersales manager is to maintain relationships and to inform relations in a timely manner if necessary. Think, for example, of recalls when it comes to cars or machines or of informing about upcoming maintenance. Informing customers about new products or models is also the responsibility of the aftersales manager. Other important tasks of an aftersales manager are analyzing complaints and analyzing reports. With this information, an aftersales manager can suggest points for improvement to the management or give tips to the sales department, to prevent future complaints.
As an aftersales manager you are a kind of account manager, with the important difference that you are responsible for customer satisfaction after a sale or deal has been closed. In other words, the aftersales manager is responsible for the quality control with regard to the services and/or products provided by the organization. If an organization does not have an aftersales department, quality control can also be part of the work of a quality manager. It is not the case that all organizations have a special aftersales department. It is therefore conceivable that an aftersales manager can also be regarded as an account manager, representative or as a department manager. It is not the case that the aftersales manager is only responsible for quality control. An aftersales manager is also responsible for monitoring business processes in order to improve the final business processes and services. It is also conceivable that an aftersales manager will work with a labor analyst. A labor analyst specializes in researching and analyzing business processes.
PROVIDING AFTERCARE
Providing good aftercare is important for organizations. Consider, for example, the contractual fulfilment of all agreements made. In that case, as an aftersales manager, it can be important to read the contracts drawn up, so that the aftersales manager knows that the organization complies with the agreements made. Especially within complex deals, it is common for all obligations to be recorded within contracts. Future maintenance obligations can also be included within contracts. In that case, it is up to the aftersales manager to plan all future work, so that the organization will continue to meet all obligations. An aftersales manager therefore also has an important coordinating role within the organization. Of course, an aftersales manager will also look at all possibilities to further develop warm leads. Preventing customers from leaving the organization is also usually part of the work of the aftersales manager.
TASKS OF AN AFTERSALES MANAGER:
- Keeping the relationship data up to date;
- Answering questions;
- Informing customers about new products;
- Informing relations;
- Managing the aftersales department;
- Monitoring and analyzing data;
- Maintaining relationships;
- Providing feedback of information to the sales department and management.
WHAT DOES AN AFTERSALES MANAGER DO:
TRAINING TO BECOME AN AFTERSALES MANAGER
There are various training opportunities for the profession of aftersales manager, such as the MBO junior account manager at level four or the Hbo marketing management course of about four years. Most companies expect at least a bachelor's degree for the profession of aftersales manager. Another hbo education is also perfectly conceivable for this profession, because most companies are looking for people with specific industry knowledge. Relationship management is an important part of the aftersales manager profession. In addition, there are also plenty of external training institutes where you can follow a course. Accounting is also important as an entrepreneur.
COMPANIES WHERE AN AFTERSALES MANAGER CAN BE EMPLOYED
As an aftersales manager you can work for various types of companies such as garages and machine builders and you can, for example, work for a transport company. In general, it is the larger companies that use an aftersales department. Within smaller companies, the work can also belong to a representative or an account manager. In fact, an aftersales manager can work anywhere, because sales are important within many organizations. This does not only concern the manufacturing industry or the middle class, because service providers can also use an aftersales manager. Consider, for example, the facilities sector, the ICT sector, the legal sector or the financial sector. As an aftersales manager, you manage the aftersales department in almost all cases.
COMPETENCES AFTERSALES MANAGER
As an aftersales manager, it is important that you are a commercial talent, who has managerial abilities, because in most cases you will manage various other employees. In addition, an aftersales manager must be able to be regarded as a real networker, who has sufficient knowledge of negotiating. Communication can also be regarded as an important competence, because you often have to deal with different colleagues, customers and the management. Good communication skills should therefore not be lacking. Being able to think and switch at a strategic level is also important. Generally important words are insight, flexibility, collaboration, analyzing, monitoring, controlling, vigilance and independence.
LABOUR MARKET PERSPECTIVE AND CAREER OPPORTUNITIES AS AN AFTERSALES MANAGER
The job market perspective as an aftersales manager is generally good, provided you have the right training. It is generally the large companies that are regularly looking for good aftersales managers. The career opportunities as an aftersales manager are usually highly dependent on your own competencies and the level of education. The profession of aftersales manager is already a higher position within most companies. It is conceivable that an aftersales manager can grow into a manager. This may depend on the type of employer, the level of education and your own competencies.
TERMS OF EMPLOYMENT AND SALARY AFTERSALES MANAGER
There are no examples of the employment conditions as an aftersales manager, because you can work for different types of companies in different industries. An aftersales manager who has a bachelor's degree will usually earn a salary between 3000 and 4000 euros gross per month, depending on age, education and further responsibilities. Within this profession, it is not uncommon for there to be additional bonuses to be earned if the department has achieved its objectives. Think, for example, of the smooth handling of complaints or the achievement of extra turnover through maintenance or extra sales.
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