Roles and responsibilities of the After-Sales Director
The After-Sales Director is a key member of the management team, responsible for overseeing the entire after-sales service for a company's products and services. A company's reputation can be determined by the quality and level of service they receive from their After-Sales Department. The roles and missions of an After-Sales Director are very varied and include :
Ensuring customer satisfaction through after-sales service.
Developing strategies to improve the processes and level of service provided by the after-sales service department.
Supervising and managing after-sales service staff and ensuring that quality and service standards are met.
Monitor and analyse customer feedback trends to identify and resolve frequent problems.
Manage stocks and inventories of spare parts and products.
Develop and implement quality and control processes to ensure that the after-sales service operates effectively.
Negotiate contracts with service and product suppliers to ensure a good level of customer service.
Writing and updating procedures and instructions for the management and use of products and services.
Designing procedures and documents to encourage problem solving and customer satisfaction.
Salary and career development of the After-Sales Director
An After-Sales Service Manager is a management position that manages and ensures the smooth running of a customer service team. This role is responsible for overseeing the after-sales service, and involves monitoring processes and performance, as well as managing customer queries and requests. The salary of an After-Sales Service Manager varies according to experience and location. As a guide, the gross annual salary of an SAV Director in France may be as follows:
0 to 2 years: between €50,000 and €60,000
2 to 5 years: between €60,000 and €70,000
5 to 10 years: between €70,000 and €85,000
10 to 15 years: between €85,000 and €100,000
Over 15 years: more than €100,000
In addition to career development opportunities within the after-sales service department, an After-Sales Service Manager may also consider more senior, company-wide positions, including the following:
Operations Manager
Production Manager
Information Systems Director
Finance Director
Director of Human Resources
