Aftermarket Manager

Job Description available in English

About BIA

BIA Group is active in the sales, rentals and after-sales services of equipment intended for public works, mines, quarries and transport. The Group operates in Europe, Africa and Asia and has more than 1300 enthusiastic employees.

Summary

The Aftermarket Manager at BIA is responsible for overseeing aftermarket activities, including parts, service and customer support, with a focus on customer satisfaction, profitability and operational efficiency. The Aftermarket Manager ensures the availability of high quality parts and services, optimizes stock management and supports sales initiatives to meet customer needs and business objectives.

What will be your responsibilities?

Define Standard process and supervise its implementation providing global solutions for local needs:

• Define Processes,Tooling and Service Team skill to meet OEM, customer and BIA’s needs.
• Lead definition and update of Dealer Operating Standard for Aftermarket activities.

Lead and coordinate tooling management, definition and calibration:

• Organize and dynamize share of good practices across service operation.
• Develop & implement tooling management plan, listing & system.
• Define & Set-up tooling calibration standard and coordinate its implementation.
• Provide guidance and assistance to tooling definition & usage.

Define, standardize & implement Service operational KPI to achieve BIA’s objectives:

• Define and standardize KPI specification based on aftermarket business need.
• Coordinate KPI set-up based on data availability to deliver robust metric that integrates operational constraints.
• Drive KPI implementation and support local entity to pilot aftermarket activities in reaching BIA’s targets.
• As BIA’s lighthouse, set-up implementation of Standard toolbox dashboard aligned with specific local KPI.

Aftermarket product management:

• Develop and manage the aftermarket parts and services business for Komatsu, Bomag, Cummins, Foton and MAN equipment.
• Guarantee the availability and quality of parts, accessories and services.
• Carry out regular market analyses to adjust the service offering and guarantee customer satisfaction.

Sales and revenue growth:

• Develop aftermarket strategies for parts, accessories and services related to Komatsu, Bomag, Cummins, Foton and MAN equipment.
• Work with the sales team to develop and implement promotional campaigns, sales targets and growth plans.
• Increase revenue opportunities by promoting aftermarket solutions (maintenance contracts) and generating additional sales.
•  Develop loyalty programs to retain existing customers and attract new customers.
• Oversee aftermarket parts stock levels, ensuring adequate availability in line with demand.
• Optimize parts forecasting to minimize overstocks while avoiding stock-outs.
• Work with the procurement team to ensure efficient and cost-effective parts purchasing. 

Customer support and service excellence:

• Manage the teams in place (Workshop Technicians, Field Technicians, Hotline, PSSR, Assistants) to ensure a rapid response and effective solutions to after-sales queries.
• Resolve customer complaints, warranty issues and parts requests efficiently, ensuring customer satisfaction.
• Oversee the provision of after-sales services, ensuring that they meet the BIA Group's high quality standards.

Who are we looking for?

• University degree in engineering or related field.
• Minimum of 5 years experience in aftermarket management, with at least 2 years in a leadership role, preferably in the heavy equipment or construction industry; Komatsu experience a plus.
• Fluen in French & English.
• In-depth knowledge of parts, services and customer needs in the heavy equipment aftermarket.
• Ability to establish and maintain strong relationships with suppliers and customers.
• Experience in inventory management, supply chain operations and sales strategies.
• Proficient with Microsoft Office, proficiency with SAP is a plus.
• Excellent communication, negotiation and problem-solving skills.

What's in it for you?

• A permanent contract
• A competitive salary and an interesting package of extra-legal benefits
• A human sized company with international dimension, encouraging autonomy and team spirit
• Cooperate in a team with experienced and passionate colleagues within a successfully growing family-owned company
• Benefit from a challenging career opportunity with an extensive training program
• In this challenging job you get the possibility to take initiative and further develop the function