Marius van Deventer
Pukete,WKO
Summary
Experienced in aftersales management, with a track record of improving service quality and team performance. Expertise in customer relations, technical troubleshooting, and staff training, fostering a positive workplace culture and driving operational success.
Overview
24
24
years of professional experience
Work History
Aftersale Manager
Waikato Kia
Te Rapa, Hamilton
08.2022 - Current
- Oversaw service department operations to ensure customer satisfaction.
- Managed customer inquiries and resolved aftersales issues promptly.
- Coordinated with technicians to schedule vehicle maintenance and repairs.
- Implemented service promotions to enhance customer engagement and retention.
- Maintained inventory levels of aftersales parts and supplies efficiently.
- Collaborated with sales team to facilitate seamless vehicle handover experiences.
- Established relationships with key stakeholders within the organization in order to facilitate collaboration across departments.
- Conducted regular staff meetings with aftersales team to review performance objectives.
- Partnered with third-party vendors in order to improve efficiency of delivery times and increase overall satisfaction levels.
- Performed analysis of customer feedback surveys in order to identify areas of improvement in the aftersales process.
- Responded promptly and professionally to customer inquiries via phone, email or chat platforms.
- Created reports that tracked performance metrics such as response time, resolution rate, and customer satisfaction scores.
- Developed training materials for staff on aftersales processes and policies.
- Recruited and trained new employees to meet job requirements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Implemented quality control measures to uphold company standards.
Owner/Operator
MVD Mechanical Services LTD
Hamilton, Hamilton
09.2018 - 07.2022
- Managed daily operations of the business, including staff, sales, inventory, and accounting.
- Engaged with customers to identify needs and provide tailored solutions.
- Supervised a team of technicians to ensure quality service delivery.
- Resolved customer complaints promptly and professionally in order to maintain a positive reputation for the business.
- Implemented process improvements to increase efficiency in service operations.
- Executed cost-saving initiatives across departments while upholding quality standards.
- Cultivated relationships with vendors and suppliers to negotiate favorable terms for materials and services.
- Set pricing structures according to market analytics and emerging trends.
- Established pricing models that balanced competitiveness with profitability goals.
- Maintained inventory of tools and equipment for optimal workflow management.
- Provided hands-on training to apprentices to enhance their technical abilities.
- Oversaw hiring process for new employees, from recruiting to onboarding training.
- Provided leadership support for team members through coaching and mentorship programs.
- Ensured compliance with all local laws, regulations, policies, and procedures related to the operation of the business.
- Managed daily operations of mechanical service projects.
Pre purchase inspector
AA New Zealand
04.2014 - 08.2017
- Pre-purchase inspection, appraisals, mechanical inspections.
- Interacted with diverse customers to identify needs, performed inspections, and reported on all types of vehicles while following up to ensure satisfaction.
- Created and explained detailed reports to customers, clarifying inspection findings and recommendations.
Automotive Technician.
GP Auto Centre
02.2013 - 03.2014
- Diagnosed vehicle issues using advanced diagnostic tools and equipment.
- Serviced and maintained various vehicle types, diagnosed faults, repaired vehicles, and communicated with customers about problems, causes, and remedies, including quoting repairs and finalizing invoices.
- Conducted thorough inspections to ensure compliance with vehicle safety and performance standards.
- Performed routine maintenance tasks on various vehicle makes and models.
- Scheduled customer appointments, informed customers about costs and repairs, and finalized jobs.
Workshop foreman and technician
Nelspruit multi franchise
01.2006 - 01.2012
- Oversaw operations as foreman for 2 years
- Coordinated daily workload for technicians and apprentices, collaborating with warranty clerk to prepare accurate job cards for warranty claims.
- Daily tasks: Service and repairs on Kia and Hyundai. Diagnostic fault finding
- Addressed customer concerns regarding vehicle issues, offering guidance to technicians and apprentices while resolving problems effectively. Road test vehicle.
- Verified vehicle repairs followed manufacturers' specifications.
- Delivered technical support for 4 years, ensuring proper diagnostics and repair processes.
Apprentice Heavy Diesel Mechanic
Engine Rebuilding Centre
Nelspruit, Nelspruit
01.2003 - 01.2006
- Completion of apprenticeship on Automotive machinist as well as petrol and diesel Mechanics.
WOF inspector
VTNZ Cambridge
Cambridge, Cambridge
04.2017 - 08.2018
- Wof on all vehicles
- Dealing with customers.
- Pre purchase inspections.
- End of day cash ups.
Education
High School Diploma -
Rob Ferreira High School
Witrivier01-2002
N3 - Motor trade
Nelspruit Technical College
Nelspruit11.2001
Skills
- Customer service
- Quality control
- Technical troubleshooting
- Inventory management
- Workshop management
- Project coordination
- Team leadership
- Staff management
- Staff training
- Staff development
- Coaching and mentoring
- Problem-solving
- Task prioritization
Timeline
Aftersale Manager
Waikato Kia
08.2022 - Current
Owner/Operator
MVD Mechanical Services LTD
09.2018 - 07.2022
WOF inspector
VTNZ Cambridge
04.2017 - 08.2018
Pre purchase inspector
AA New Zealand
04.2014 - 08.2017
Automotive Technician.
GP Auto Centre
02.2013 - 03.2014
Workshop foreman and technician
Nelspruit multi franchise
01.2006 - 01.2012
Apprentice Heavy Diesel Mechanic
Engine Rebuilding Centre
01.2003 - 01.2006
High School Diploma -
Rob Ferreira High School
N3 - Motor trade
Nelspruit Technical College