Aftersales Area Operations Officer

• Monitor and analyze aftersales business performance including service appointments, parts sales, labor efficiency, and customer satisfaction metrics to drive growth and profitability.
• Evaluate dealer compliance with Toyotas aftersales standards, service policies, and operating guidelines to ensure consistency and quality.
• Conduct regular aftersales assessments and audits through field visits and remote reviews, identifying operational inefficiencies or compliance gaps.
• Identify performance gaps in service quality, parts availability, technician productivity, and customer handling; collaborate with dealers and internal teams for continuous improvement.
• Oversee daily aftersales operations of assigned dealers, optimizing workflow, resource allocation, and service bay utilization for maximum efficiency.
• Coach and assist dealer service and parts staff, providing training and support to help meet and exceed key performance indicators (KPIs) such as service revenue, customer retention, and first-time fix rates.
• Generate detailed aftersales business reports, highlighting trends, bottlenecks, and opportunities; recommend actionable strategies to enhance overall dealership aftersales performance.
• Ensure consistent implementation of brand identity and customer service standards across dealer service centers to maintain Toyota's reputation for quality and care.

• You have a Bachelor's Degree in Industrial Engineering or Marketing Management.
• You are analytical, process-driven, and capable of identifying areas for business improvement.
• You can foster strong dealer relationships while enforcing compliance with operational standards.
• You can prioritize tasks effectively and work with cross-functional teams.
• You are highly adaptable and thrive in field-based, fast-paced environments.
• You are capable of clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• You can present ideas effectively to individuals or groups when given time to prepare; deliver presentations suited to the characteristics and needs of the audience.
• You continuously seek opportunities to address problems and challenges the current state of the organization.

• Business performance monitoring and operational analysis.
• Compliance audits and dealership standards evaluation.
• Proficient in MS Excel and MS PowerPoint (knowledge in CRM/ERP tools is a plus).
• Excellent written and verbal communication skills.
• Problem-solving and root-cause analysis.
• Organizational and time management skills.
• Field operations coordination and stakeholder engagement.

Toyota