Dealer Support Manager

Introduction

Chery South Africa is seeking a Technical Dealer Support Manager (DSM) – Aftersales to drive aftersales performance, technical excellence, and customer satisfaction within an assigned region. This role ensures dealer compliance with Chery’s aftersales standards, supports the resolution of technical issues, and enhances service quality, strengthening the brand’s reputation and driving customer retention.

Duties & Responsibilities

Technical & Aftersales Support

• Provide technical guidance and support to dealers on diagnostics, repairs, and complex vehicle issues.

• Act as the escalation point for unresolved technical cases and liaise with OEM technical teams where necessary.

• Ensure effective implementation of technical campaigns, service bulletins, and product updates.

• Monitor warranty claims and ensure compliance with Chery policies and procedures.

Dealer Network Management

• Manage and develop dealer aftersales performance within the region.

• Conduct regular dealer visits to audit workshop operations, tools, and technical capabilities.

• Ensure adherence to Chery’s aftersales standards, processes, and service level agreements (SLAs).

• Identify gaps in dealer technical skills and implement corrective action plans.

Customer Satisfaction & Retention

• Drive customer satisfaction (CSI) and retention through improved service delivery.

• Investigate and resolve escalated customer complaints with a technical focus.

• Support dealers in improving turnaround times and first-time fix rates.

Training & Development

• Identify training needs and coordinate technical training programs for dealership staff.

• Facilitate knowledge transfer and best practice sharing across the dealer network.

• Support the rollout of new product training and technical updates.

Performance Monitoring & Reporting

• Track and analyze key aftersales KPIs (CSI, warranty cost, parts sales, workshop efficiency).

• Prepare regional performance reports and present findings to senior management.

• Develop and implement action plans to drive continuous improvement.

Parts & Service Optimization

• Work closely with parts and logistics teams to ensure optimal parts availability.

• Support dealers in improving parts sales performance and inventory management.

• Drive service retention initiatives and aftersales revenue growth

Desired Experience & Qualification

Qualifications

• Degree or Diploma in Mechanical Engineering, Automotive Engineering, or related technical field or

• Qualified Technician with OEM-certified technical training or equivalent and management experience (advantageous).

Experience

• Minimum 5–8 years’ experience in automotive aftersales or technical service environment.

• At least 3 years in a managerial or regional role within a dealer or OEM network.

• Strong experience in diagnostics, warranty management, and dealer operations.

Skills & Competencies

• Strong technical and diagnostic expertise in modern automotive systems.

• Excellent leadership, coaching, and stakeholder management skills.

• Analytical mindset with ability to interpret performance data and KPIs.

• Strong problem-solving and decision-making abilities.

• Effective communication and presentation skills.

• High level of customer focus and service orientation.

Personal Attributes

• Results-driven and proactive

• Strong attention to detail

• Ability to work independently and manage multiple priorities

• Willingness to travel extensively within the region

Additional Requirements

• Valid driver’s license

• Willingness to travel frequently to dealer sites

• Flexibility to respond to urgent technical escalations

Package & Remuneration

Benefits

Medical Aid

Provident Fund