Divisional Aftersales Manager

We’re excited about the future, and we’d love you to be part of it. If you're passionate about shaping what comes next and making a meaningful impact, we’d be delighted to have you explore this role with us. We’re proud to offer a vibrant employee experience that fosters growth, collaboration, and opportunities across our diverse operations, creating an environment where you can thrive.

Join our team at Goddard Enterprises Ltd - (GEL) and become a part of a continuously expanding and financially sound multinational conglomerate which has a robust presence across six diverse industries, spanning over 100 companies, strategically positioned in twenty-seven (27) countries in the Caribbean, Latin America and North America.

The Automotive Division within GEL comprises several entities. These companies serve as authorized dealerships for Nissan, Hyundai, GAC and Chery brands in Barbados, and for Nissan, GAC and Chery in Jamaica, St. Lucia, and St. Vincent. Additionally, the division boasts a diverse portfolio that also includes a Rental car company, operating in Barbados.

Within this division, the respective companies offer a range of services, including genuine parts, service workshops, body shops, tire services, and the manufacturing and retailing of vehicle batteries.

We are looking for a dynamic and results-driven Divisional Aftersales Manager to become part of the Automotive Division. This position reports to the Divisional Chief Executive Officer - Automotive.

Core Responsibilities:

Divisional Oversight & OEM Alignment:

• Act as the primary regional liaison between the dealership network and OEM aftersales teams.

• Ensure full compliance with OEM aftersales standards, audit requirements, and brand KPIs across all markets.

• Prepare regular reports for senior management on Aftersales absorption, retention, technical performance, training completion, warranty recovery, and any other Aftersales KPIs relevant for the efficient management of the division.

Leadership & Talent Development:

• Coach and develop Service Managers and technical teams across the division.

• Build a strong performance culture focused on accountability, technical excellence, and customer experience.

• Support succession planning and talent development within the aftersales division.

• Identify and develop future technical and service leadership talent across all markets.

• Foster collaboration and knowledge-sharing between Service Managers and technical teams across the region.

Customer Experience:

• Develop, standardize, and implement a divisional service core process that delivers a consistent, industry-leading customer experience across all markets.

• Drive a customer-centric culture aligned with OEM brand promise and corporate standards.

• Monitor CSI results and ensure action plans are executed based on root-cause analysis.

• Promote customer retention, loyalty and long-term value through consistent service delivery.

• Ensure service standards, processes and customer touchpoints are aligned across all dealership locations.

• Ensure that escalated customer complaints are addressed and resolved to satisfaction within a reasonable timeframe.

Technical Support:

• Serve as the primary point of technical escalation for Service Managers and technicians across all markets, resolving complex diagnostic and repair issues.

• Provide hands-on and remote technical guidance to workshops on OEM-specified repair procedures, special tools and diagnostic equipment.

• Liaise with OEM technical teams to obtain guidance on unresolved technical issues, technical bulletins and product updates.

• Monitor and disseminate OEM technical bulletins, campaigns and recall instructions to ensure timely and accurate implementation across the division.

• Support workshops with root-cause analysis on recurring technical issues and implement corrective actions to reduce repeat repairs.

• Ensure workshops are equipped with the correct special service tools (SST) and diagnostic equipment in line with OEM requirements.

Training:

• Develop and manage a divisional technical training plan to ensure technicians and Service Managers meet OEM certification requirements across all markets.

• Coordinate with OEMs to schedule and deliver technical, product and systems training, including e-learning and instructor-led programs.

• Monitor training completion rates against OEM requirements and business objectives, reporting gaps to senior management.

• Identify skills gaps across the technician workforce and develop targeted upskilling and certification plans.

• Support onboarding and induction training for new technical staff across the division.

• Build internal training capability by developing and mentoring in-country trainers where appropriate.

Warranty Management:

• Own the divisional warranty process, ensuring claims are submitted accurately, promptly and in full compliance with OEM warranty policy.

• Monitor warranty claim rejection rates and recovery performance across all markets, implementing corrective action where required.

• Conduct regular audits of warranty documentation and repair records to ensure OEM audit-readiness at all times.

• Act as the primary liaison with OEM warranty teams to investigate and resolve disputed claims and clarify policy interpretation.

• Train Service Managers and warranty administrators on correct claims procedures, coding and documentation standards.

• Track and report on warranty cost, recovery and compliance performance to senior management.

Performance Management:

• Own regional aftersales KPIs including CSI, retention, absorption, productivity, parts sales, labour sales and gross margin.

• Develop and execute divisional aftersales strategies aligned with corporate objectives.

• Lead regional budgeting, forecasting and cost control initiatives for the aftersales function.

• Analyze performance trends across markets and implement data-driven improvement plans.

• Support dealership management with performance reviews, corrective action plans and operational discipline.

• Support divisional capacity planning, including technician staffing levels and workshop facility requirements, to ensure resources keep pace with projected service and warranty demand.

Core Requirements & Competencies:

• Bachelor's degree in Business, Engineering, Automotive Technology, or equivalent automotive technical experience.

• 7-10 years' progressive automotive technical, training, or warranty experience, with regional, divisional, or multi-site responsibility.

• Strong working knowledge of OEM technical standards, warranty systems, and diagnostic platforms.

• Proven experience designing and delivering technical training programs in a structured dealer group environment.

• High proficiency with DMS platforms, OEM diagnostic tools, and Microsoft Office.

• Strong analytical and problem-solving skills, with the ability to translate technical data into actionable improvement plans.

• Excellent verbal, written and presentation skills, with the ability to effectively influence key stakeholders across technical, training, and warranty functions.

• Willingness to travel.