Area Aftersales Manager - Distribution Markets
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We’re not just another bike brand - we're an iconic, British motorcycle brand with over 120 years of history behind us. Our new state-of-the-art facilities in Solihull, West Midlands are home to a tight-knit, but ever-expanding team that's passionate about delivering exquisite riding experiences to our customers.
Under new ownership and proud to be part of the TVS Motor family, we're entering a new era of global success. And we want you to be a part of it!
At Norton, we value respect, trust, and responsibility. We trust our employees to execute their roles exceptionally and professionally, and we value personal development, teaching, and learning. When you join our team, you'll have the opportunity to grow and learn alongside some of the most talented and dedicated people in the business.
So if you're passionate about motorcycles and looking to join a team that's shaping the future of this legendary brand, we'd love to hear from you!
The role
As Area Aftersales Manager, you will be responsible for executing and embedding the aftersales strategy across your assigned area in the distribution region, ensuring consistent delivery of service, parts, and warranty standards through the dealer network.
Reporting to the Country Aftersales Manager, this role is strongly field-facing and operational, acting as the primary link between central aftersales strategy and dealer-level execution. You will support dealers to improve performance, customer satisfaction, and aftersales profitability while reinforcing brand standards and long-term customer loyalty.
This role requires 75% travel around EU.
Duties/Responsibilities
Operational Execution
Lead the day-to-day execution of aftersales operations within your assigned area, covering service, repairs, warranty, and parts support.
Ensure dealer workshops operate in line with country-level aftersales policies, standards, and processes.
Monitor service quality, workshop efficiency, and customer experience, escalating systemic issues to the Country A Manager where required.
Track and act on KPIs, including after-sales CSI, first-time fix rate, warranty performance, and service turnaround times.
Dealer & Service Network Management
Act as the primary aftersales point of contact for dealers in your area.
Build strong, trust-based relationships with dealer principals, aftersales managers, and service teams.
Coach and support dealer workshops to improve technical capability, process discipline, and customer handling.
Drive local implementation of aftersales campaigns, technical bulletins, recalls, and service initiatives.
Support new dealer onboarding and network development activities as required.
Customer Satisfaction & Brand Experience
Monitor customer feedback and complaints within your area, ensuring swift resolution and root-cause prevention.
Support dealers in handling complex customer cases and escalations.
Reinforce a service-led ownership experience, acting as a visible brand ambassador for aftersales excellence in the field.
Commercial Performance Support
Support the achievement of area-level aftersales revenue and margin targets, in line with country objectives.
Drive dealer adoption of parts programs, service packages, retention initiatives, and seasonal campaigns.
Support pricing execution, dealer incentive schemes, and service offers as defined at country level.
Collaboration & Continuous Improvement
Act as the local voice of the dealer network, feeding insights back to the Country Aftersales Manager and central teams.
Partner with Product, Engineering, Quality, and Marketing to support:
Aftersales readiness for new model launches
Resolution of recurring technical or warranty issues
Analyse local service and warranty data to identify trends and improvement opportunities.
Promote a continuous improvement mindset across the dealer network.
Personal Specification
5–8+ years’ experience in aftersales management, technical operations, or field support within the Automotive or Motorcycle sector.
Strong hands-on understanding of:
Workshop operations
Technical diagnostics
Warranty processes
Dealer service performance
Proven experience working directly with dealer networks and third-party service partners.
Commercially aware, with the ability to balance customer satisfaction and dealer profitability.
Strong communication, coaching, and stakeholder management skills.
Highly customer-centric with a passion for improving the ownership experience.
A technical qualification or automotive engineering background is a strong advantage.
Experience operating within Italy is required.
Rewards of working for Norton:
We like to take care of our Nortoneers, and we think we offer some pretty decent rewards. Here's what you'll get when you join the team:
💰 Competitive salary package that recognises your skills and experience
🌴A whopping 33 days of holiday (inc. Bank Hols) to relax and recharge
👴 Generous pension scheme that sets you up for the future, with access to personalised advice.
🚑 Private Medical Insurance and a Cash Back Programme to keep you feeling your best
💸 Life insurance (4x salary) because we've got your back no matter what
🍌FREE fruit, got to have your five-a-day!
🩺WeCare Employee Assistance Programme, which includes access to online GP services, dietary advice, mental health support, bereavement counselling, and a fitness programme
🚀 Experience the thrill of an entrepreneurial environment within a larger, well-funded company with ambitious long-term goals.
💡 Elevate your career with our Ideas for Excellence scheme, where every brilliant idea is not just valued, but also rewarded!
🌍 A diverse and international team that brings together different perspectives, backgrounds, and experiences.
🎉 Join the fun with our twice-yearly employee events, payday socials, and loads of exciting activities in between!
🚴♂️Want to go green? You can enjoy free electric bicycle hire
🚗 Plus, no need to stress about finding a parking spot - we've got on-site free parking covered and FREE electric charge points.
We know how important it is to take care of our team, and we're committed to continually improving our reward offering in line with the business growth plan.
Join us and see for yourself!
PLEASE NOTE, WE DO NOT ACCEPT AGENCY APPLICATIONS
- Department
- Commercial
- Role
- Ownership Experience
- Locations
- Europe
- Employment type
- Full-time
About Norton Motorcycles
Join one of the most iconic brands in the motorcycle industry. We are in a pivotal moment of our history, and therefore the right candidates will be able to help us secure future success, drive value from innovation, and create a quality-driven, indomitable legacy.