Interview with Jetour’s Corporate Aftersales Director, Sergio Chavarría

Mexico City. The Corporate Director of Aftersales at LDR Solutions for the Jetour and Foton brands, Sergio Chavarría; who is backed by 32 years of experience in the automotive industry in Mexico, shared in an interview the way in which the Chinese SUV firm has prepared to provide support to its customers.

Regarding the Parts Distribution Center in Querétaro that was inaugurated last May, the manager shared that it is an expansion stage, which was initially composed of a parts warehouse of 3 thousand square meters; But due to the growth of the product lineup of the Jetour and FOTON brands, the warehouse was moved to an area of ​​11 thousand square meters.

This growth allows it to have enough space to house collision parts, preventive and corrective maintenance, lubricants, among others that allow it to provide proper attention to its customers.

Chavarría emphasized the importance that LDR Solutions gave to the need to prioritize collision parts because; comments, since there is a new brand or a new vehicle on the market, it is likely that before reaching the scheduled maintenance date, an incident will occur such as falling into a pothole, or a scratch due to some contact, a broken skull or a lighthouse, to mention a few assumptions. It is then that it makes sense to have designed a supply plan to have a significant volume of parts.

The manager shared that, a few weeks ago, they received a visit from members of the Mexican Association of Insurance Institutions (AMIS), among whom were representatives of the most important insurance companies operating in the country. They left with a very good impression of the response capabilities from the warehouse parts assortment. So they realized that Jetour vehicles, insured by their companies, have a full response guarantee from the brand.

Said parts warehouse; added the After Sales Director, it is located in Querétaro for a strategic reason, with the intention of distributing, from the center of the country to any part of the Mexican Republic within a maximum period of 72 hours. The base inventory is 18 thousand part numbers, for a total that exceeds 70 thousand pieces, including collision parts and spare parts for preventive maintenance.

Regarding the expansion of the brand in the domestic market, Sergio indicated that, after just over a year and a half of operations, the firm has grown to a total of 38 distributors that have service workshops.

Likewise, he delved into the training processes for specialized personnel in workshop areas, where certain technical experts were sent to China to receive specific training first-hand, and thus return to Mexico to impart this knowledge to the rest of the technical team.

Likewise, these specialists trained directly in China are in charge of transmitting these courses to other regions of Latin America, particularly in some cities of South American countries. The brand is even establishing a certification program, in levels: bronze initially, and then moving to the silver category and so on, according to the evolution of the corresponding certifications.

To the question of how does Jetour anticipate the arrival of a new product?

The manager specified that, in the case of T2, the most recently launched SUV in the Mexican market, the training for the after-sales area was given months in advance, so that the staff was prepared for the arrival of the vehicle and the support to customers who purchased it. As well as in the assortment of spare parts and accessories, since it is an adventure SUV, which is very versatile in terms of its capabilities to be personalized through its accessories.

Sergio Chavarría added that the training is not only focused on vehicle care, but there is also administrative training in processes, which applies to the reception staff and the after-sales administrator, who must remain attentive to receiving the customer, asking questions. specific to be more precise in the care of the vehicle, offer alternative transportation when leaving your unit in the workshop, prepare the invoice once the service to the unit has been completed, among other tasks.

The objective is to make its clients feel confident that, regardless of whether it is a foreign brand, it is managed and supported by Mexicans with first-class processes. Which allows absolute understanding and empathy with the owners of the Jetour SUVs.