My Brilliant Career: Domenico Cosentino, head of aftersales at Maserati South Africa

Tell me about the work you do.

I handle everything that happens after the sale of a Maserati, plus several things before the vehicle is sold. This includes customer satisfaction, customer support, technical assistance, key performance indicator management, parts logistics and warehousing, bond store vehicle management [a secure warehouse where imported goods can be kept for up to two years], product and business development - the list goes on.

How did you end up doing this?

In a nutshell, I had returned from travelling with the intention of specialising in the travel industry. While I was preparing for my studies, my father asked me to see if I could repair an old (1960s) appliance. I stripped, checked and rebuilt the device. I flipped the switch, and it kicked into life. I have always had a knack for tinkering with and fixing things. Also a knack for picking up and learning things fairly quickly. A family friend heard about what I had done and set up an interview for an apprentice position at Viglietti Motors. This was February 2000 ... the rest is history.

What did you want to be when you were a child?

I excelled in the subjects of civil engineering and technical drawing at school. After school, I intended to head into the world of drafting, civil engineering and architecture.

What do you love most about the work you do?

I think if I had to boil everything down to one simple phrase, it would be "problem-solving". I love a challenge, love fixing things and feel rewarded when I see something working better.

What part of your job would readers find most surprising?

I think the term "aftersales" is mostly synonymous with just vehicle servicing. Most are surprised when I elaborate on the many facets that make up aftersales, such as customer satisfaction and dealer development.

What makes you good at your work?

My attention to detail. Perhaps also the way in which I see my role not simply as a job or career but as a passion. I also go the extra mile for clients. This means doing something unexpected and surprising for them: I really try to go out of my way to provide a service that seems to have been forgotten about or perhaps never really embraced in this industry. We are lucky that we are in a niche industry where we can give each customer personalised attention.

What is the best career advice you have ever received, and who gave it to you?

One of the most persistent pieces of advice I carry with me is "You cannot manage what you are not measuring". The importance of this statement goes further than my professional life. It is a statement that demands introspection in everything you do; you can feel fulfilment and reward if you are able to set goals to push yourself. I heard it while attending a work function in Modena many years ago, and adopted it.