Description
The Manager, Aftersales Operations Support is responsible for the governance and performance of Parts, Technical, Warranty, and Homologation Support across Porsche Latin America. The role ensures the implementation, control, and continuous improvement of Porsche AG standards, processes, KPIs, and budgets to achieve Aftersales performance, quality, and customer satisfaction targets. Acting as the regional interface to Porsche AG, the position represents PLA at management level and ensures alignment with global directives, brand standards, and regulatory requirements across a complex multi-market environment. The role manages dedicated budgets and drives operational excellence across the importer and Porsche Center network.
Key Responsibilities:
- Lead regional market support for technical, parts, warranty, and product quality topics, including issue analysis, escalation management, recalls, campaigns, and stop-sales, in close alignment with Porsche AG.
- Ensure compliance with Porsche warranty policies through audits, goodwill approval governance, and validation of warranty repairs, while resolving escalated importer and customer concerns.
- Govern technical market development by ensuring importer compliance with Porsche Sales & Service Operating Standards, managing tool and equipment readiness, and advancing technical competence in alignment with Aftersales Training.
- Drive implementation of Porsche IT systems and digital platforms to support Aftersales operations and communication between importers, PLA, and Porsche AG.
- Manage regional homologation and product launch support, ensuring regulatory compliance of vehicles and parts, coordinating market approvals, and monitoring regulatory developments across all markets.
- Oversee Aftersales operational planning, budgeting, target achievement, and KPI performance across Parts, Technical, Warranty, and Homologation functions.
- Lead, develop, and coach team members, ensuring capability development, training standard fulfillment, and effective workload distribution.
- Represent Porsche Latin America at Porsche AG committees, conferences, and project forums, acting as the regional interface for Aftersales Operational Support.
- Serve as second-level backup for parts, warranty, and technical support, including on-site technical and HV repair escalation when required.