Key Accounts Fleet Manager (After Sales Service & Parts)

KAKI PLC is an official dealer and assembler of ISUZU Vehicle in Ethiopia. It is also engaged in different business lines including import, export, metal fabrication, after sales services, and cargo freight transport operations. The company wishes to employ a qualified professional for the Key Accounts Fleet Manager (After Sales Service & Parts) position.

Duties and Responsibilities:

• Relationship Management: Build and maintain strong relationships with key accounts in the after-sales segment (Service and parts), which could include fleet owners, corporate clients, government agencies, and other large customers. Act as their primary point of contact and develop a deep understanding of their after-sales service needs and requirements.
• Account Development: Identify opportunities to increase after-sales service revenue and profitability within key accounts. Collaborate with the sales team to explore cross-selling and upselling opportunities for service contracts, maintenance packages, parts, and body-building revenue.
• Account Planning and Strategy: Develop strategic account plans to maximize after-sales revenue and customer satisfaction. Analyze account performance, identify growth opportunities, and formulate strategies to improve customer retention and increase service penetration within the accounts.
• Service Delivery: Ensure prompt and high-quality service delivery to key accounts. Coordinate with the service department to schedule maintenance and repairs, handle warranty claims, and resolve any issues or concerns raised by the accounts. Ensure that service commitments are met, and customer expectations are exceeded.
• Contract Negotiation and Management: Negotiate service contracts, Parts Contracts, maintenance agreements, and warranty terms with key accounts. Manage the contractual relationship, ensure contract compliance, and handle contract renewals and negotiations for service-related offerings.
• Customer Support and Issue Resolution: Act as an escalation point for key accounts in case of service-related issues or concerns. Collaborate with internal teams, such as service advisors and technicians, to quickly resolve problems and ensure customer satisfaction.
• Performance Monitoring and Reporting: Track and analyze after-sales performance metrics for key accounts, such as service revenue, service penetration rate, customer satisfaction ratings, and customer retention. Prepare regular reports on account performance and provide management insights.
• Drivers Training and & Health Report: Provide driver training and support to fleet customers. Ensure the health report is explained to the Fleet or Logistics Manager
• Collaboration with Internal Teams: Work closely with internal departments, including service, parts, warranty, and customer support, to ensure seamless coordination and delivery of after-sales services to key accounts. Provide feedback and insights to help improve processes, products, and customer experiences.
• New Business Development: Proposals and costing and Business model. Explore the possibilities for new sales, Loyalty programs, Incentives/bonuses on target achievement, Seminars, Body Building Business, Tyre, Battery, Customized Service etc.

Required Number : 1(One)

Qualification : BSc Degree in Automotive or Mechanical Engineering; BA Degree in Business Administration or Marketing Management or related field

Work Experience : 8 years for BSc /BA Degree in relevant role

Required Competence :

• Computer skill, excellent communication skills, English language proficiency.
• Networking, conversation ability, and interpersonal skill
• Strong client-facing and communication skills
• Customer service orientation