Job Purpose

Due to continued growth, we have an excellent opportunity for an experienced, commercially focused aftersales leader to join our team as Head of Aftersales Ireland. The role will provide strategic direction and practical day-to-day support across our Distribution, Retail, Warranty, Technical and Parts departments, ensuring these functions work together effectively to deliver strong operational performance and customer service.

Key Responsibilities

1. Aftersales Strategy & Departmental Leadership

Develop and deliver the Aftersales strategy for the Irish distribution and retail operations in line with agreed business objectives.
Provide strategic direction and practical day-to-day support to the Distribution, Retail, Warranty, Technical and Parts departments.
Work closely with departmental managers to align priorities, resolve operational issues and improve performance across the full aftersales function.
Promote clear accountability, collaboration, high standards and continuous improvement across all aftersales activities.

2. Financial Performance & Value Creation

Manage aftersales budgets and performance across Distribution, Retail, Warranty, Technical and Parts, with clear accountability for revenue, margin and cost control.
Identify and deliver opportunities to grow sustainable parts, service and warranty income across the distributor and retail network.
Monitor departmental performance, analyse variances and agree corrective actions with the relevant managers.
Prepare business cases and recommendations for systems, tooling, facilities, stock and capability investment.

3. OEM & Distributor Relationships

Act as the principal aftersales contact for OEM partners, representing the operational and commercial needs of the Irish distribution and retail business.
Manage the implementation of OEM requirements relating to warranty, technical support, parts, training, systems, campaigns and service standards.
Work with OEM contacts to resolve escalated technical, warranty, parts supply and customer issues promptly.
Review aftersales provisions in distribution agreements and provide practical commercial input to senior management.
Ensure OEM standards, reporting requirements and agreed service levels are understood and met across the business.

4. Operational Excellence & Network Performance

Maintain consistent operational standards across the distribution operation, retail sites and wider dealer or service network.
Support managers with workshop productivity, job flow, capacity planning, quality, technical capability and the timely resolution of vehicle-off-road cases.
Improve coordination between Distribution, Parts, Warranty, Technical and Retail teams so information, stock and decisions move efficiently through the customer journey.
Visit sites and network partners regularly to review performance, coach teams, identify issues and agree practical improvement plans.

5. Customer Experience & Brand Stewardship

Ensure a consistent and responsive aftersales experience across retail customers, fleet customers and the dealer network.
Take ownership of significant or escalated aftersales issues and coordinate the appropriate departmental response.
Drive customer retention through strong parts availability, effective warranty handling, technical support and service delivery.
Use customer feedback and operational data to identify recurring issues and implement improvements.

6. Digital, Technology & Innovation

Improve the effective use of aftersales systems for workshop management, warranty processing, technical case management, parts planning and performance reporting.
Ensure OEM and internal systems are used consistently and that operational data is accurate, timely and actionable.
Support the business response to new vehicle technologies, particularly EVs, diagnostics, connected services and software updates.

7. People, Talent & Culture

Lead, support and develop the managers and teams across Distribution, Retail, Warranty, Technical and Parts.
Set clear objectives, and provide coaching and practical support where required.
Promote collaboration and shared accountability across departments, sites and network partners.
Identify skills gaps and coordinate technical training, accreditation, succession planning and capability development.

8. Risk, & Compliance

Ensure aftersales activities comply with health and safety, environmental, consumer, regulatory and OEM requirements.
Maintain appropriate controls for warranty claims, parts stock, technical campaigns, recalls and customer records.
Identify operational and commercial risks and escalate material issues to the Managing Director – Ireland with recommended actions.

Decision-Making Authority

Make day-to-day operational decisions across the aftersales function within agreed policies, budgets and authority levels.
Agree departmental priorities, performance actions and service recovery measures with the relevant managers.
Recommend investment, structural changes and significant commercial decisions to the Managing Director – Ireland.
Escalate contractual, financial, customer or operational matters that fall outside delegated authority.

Key Performance Indicators

Aftersales revenue, gross margin and cost performance
Parts availability, inventory accuracy and stock turn
Warranty claim quality, recovery rates and processing times
Workshop productivity, utilisation and first-time fix performance
Vehicle-off-road response and resolution across the dealer network
Customer satisfaction, complaint resolution and retention
OEM standards, audit outcomes and campaign completion
Team capability, engagement and retention

Essential Knowledge, Skills & Experience

Several years’ successful experience as a Head of Aftersales, or equivalent senior aftersales leader within a distribution-led automotive organisation or at OEM level.
Strong working knowledge of distribution, retail and aftersales operations, including parts, warranty, technical support and workshop or service functions.
Demonstrated ability to combine strategic planning with visible, hands-on day-to-day operational leadership.
Experience managing relationships with OEMs, dealers, service partners and key customers.
Strong commercial awareness, including responsibility for budgets, revenue, margin, cost control and performance improvement.
Proven ability to lead and develop multidisciplinary teams and to build cooperation across separate departments.
Sound understanding of aftersales systems, warranty processes, parts operations, technical case management and performance reporting.
Strong customer focus with the judgement and resilience to manage complex or escalated operational issues.
Confident communicator, negotiator and relationship builder, able to influence at all levels.
Analytical and numerically capable, with the ability to interpret KPIs and turn findings into practical action.
Highly organised, adaptable and able to prioritise effectively in a fast-paced operational environment.
Experience in commercial vehicles, buses, coaches, LCVs or EV aftersales would be an advantage.
Strong Microsoft Office skills and confidence using aftersales management and reporting systems.
Fluent English.
Full clean driving licence and willingness to travel between sites and network partners.

Benefits

Competitive basic salary + bonus
Company vehicle
Defined Contribution Company Pension Plan
25 days annual leave
Employee Assistance Programme
Cycle to Work Scheme

About us

About Us

At Harris Group, we are proud to be Ireland’s leading distributor of commercial vehicles, spare parts & aftersales services with a legacy spanning over 60 years.
Founded on a spirit of innovation and strong values, our business has grown through a consistent commitment to excellence, customer service, and long-term partnerships. These principles were established by our founder, Pino Harris, and continue to shape everything we do today.
We work with some of the world’s leading automotive brands and continue to invest heavily in our parts and after-sales service infrastructure. This ensures we provide not only high-quality vehicles, but also the ongoing support our customers depend on.
As our industry evolves, so do we. We are actively contributing to the future of transport by delivering clean, sustainable, and cost-effective commercial and public transport solutions.

Why Join Us

Our people are at the heart of our success. Every employee contributes to our continued growth, and we are committed to creating an environment where you can develop, thrive, and make a meaningful impact.
We value:

Innovation and forward thinking
A strong sense of integrity and accountability
Collaboration and teamwork
Pride in delivering exceptional service

Joining Harris Group means becoming part of a team that values not just what you do, but how you do it.

Head of Aftersales

Benefits

Job Description