The Aftermarket Controller is responsible for efficiently managing the full service and repair workflow from customer quotation through to job completion, invoicing, and feedback. The role ensures fast turnaround times, high customer satisfaction, strict safety compliance, and accurate administrative processes while supporting technicians, managing parts requirements, and controlling financial performance indicators such as labour recovery, WIP ageing, and rework.

To perform this job successfully, the appointed individual must be able to perform each essential duty / key performance areas satisfactorily. This list of key performance areas a summary of critical outcomes and is not exhaustive and may be changed / supplemented to accommodate business needs from time to time:

•    Customer Quotations & Order Management:
  o   Prepare and submit customer quotations within 4 hours of request.
  o   Follow up and obtain customer purchase orders within 24 hours of quote acceptance.
  o   Ensure no quotes remain outstanding for approval longer than 30 days.
  ·    Job Creation & Warranty Validation
  o   Open job cards on the system on the same day the customer order is received.
  o   Verify warranty status on the OEM system before assigning work to technicians.
  o   For warranty jobs, obtain the required order number/authorisation from OEM.
  ·       Repair Coordination & Technician Scheduling
  o   Complete mandatory pre-dispatch safety and check sheets before sending a technician to site.
  o   Assign work to technicians within 12 hours of customer acceptance/PO.
  o   Monitor repair progress to ensure completion within 24 hours.
  o   Provide proactive communication to customers if repairs exceed the 24-hour turnaround time.
  o   Manage daily technician travel logs and repair hours; issue a weekly report to management.
  o   Control overtime and submit weekly overtime justification reports to management, ensuring overtime remains below 10 hours per week per technician.
  ·       Parts, Warranty Returns & Supplier Management
  o   Raise parts requests with the Parts Department where required.
  o   Ensure all faulty warranty components are marked, recorded, and returned to the OEM within 7 working days.
  o   Verify supplier invoices within 7 days for timely payment processing.
  ·       Financial Controls & Administration
  o   Ensure all jobs are invoiced within 3 days of completion.
  o   Guarantee all service work completed in a month is invoiced within the same month.
  o   Prevent Work-in-Progress (WIP) from exceeding 60 days.
  o   Achieve labour recovery and minimise rework according to targets.
  ·       Reporting & Customer Care
  o   Prepare and submit monthly performance reports to management within 3 days of the new month.
  o   Resolve and close customer complaints within 1 working day.
  o   Uphold a high standard of customer service with no compromise on safety.
  ·       Service & Workflow Efficiency
  o   Quotations completed within 4 hours: ≥ 95% compliance
  o   Customer PO received within 24 hours: ≥ 90% compliance
  o   Job cards opened same day: 100% compliance
  o   Technician assignment within 12 hours: ≥ 95% compliance
  o   Repairs completed within 24 hours: ≥ 90% compliance
  o   Customer updates for delayed repairs: 100% compliance
  ·       Financial Performance
  o   Labour recovery: ≥ 80%
  o   Rework ratio: ≤ 10% of sales
  o   WIP older than 60 days: 0 cases
  o   All completed jobs invoiced within 3 days: