Overall roles & responsibilities:

To achieve company’s revenue and profit in parts, accessories, lubricant targets. To responsible for assigned team’s performance in sales/profit/process results. To manage the assigned projects and deliver the results. To consult and support dealers in dealer process improvement To ensure that dealerships’ operations are up to standard. To ensure that CSI/ CVP / DVP are achieved according to the dealer business plan. To ensure that dealerships have enough and well-trained staffs in all functions.

Quality Care:

To support the QC implementation process at the dealerships and work closely with Retail Excellence team in implementing the program. To conduct yearly audit for the dealership on QC sustenance program and report out.

Customer Satisfaction:

To discuss the CVP reports with the dealership management team and initiate corrective actions on the areas of improvement and monitor the implementation. To review the customer satisfaction rate & concern resolution process at the dealerships  To review the Open & Closed concerns on weekly basis and guide the dealerships on improving the customer handling process and customer satisfaction rate. To implement strategy to achieve CSI Objective.

FIRFT & Training Support:

Review the analysis report on FIRFT and initiate action plan. Ensure that dealerships’ staff has paid attention and focus on enrolling the training process and keep monitoring the training progress. Implementation of in-house training program at dealerships. Ensure the availability of Special tools as per the guidelines and usage.

Technical Support:

To review the technician level mix of and develop action plan to retain dealerships staffs together with dealership management team. To provide guidance for the technicians on need basis and coordinate with Field Engineer team & Technician hotline to resolve the technical problems. To ensure that all TSB and HOTSPOT bulletins are fully aware by concerned dealerships staffs. To train the dealership service team to be able to use STARS3/FORD Connect/HAR, etc. effectively

Warranty:

Conduct warranty support at dealerships and facilitate the WCP audit process at dealerships. To dispose the warranty parts as per the warranty guidelines To ensure implementation of Warranty policy at the dealerships which includes: documentation, sending of failed parts to plants on timely basis, warranty claims, storage of warranty parts To support the warranty approval process including goodwill claim. To ensure that dealers have a certified warranty staff. To review the warranty reports with the dealer principal and suggest corrective actions.

Service Marketing:

To monitor that service marketing programs has been implemented at dealerships properly. To ensure that dealerships staffs has thoroughly knowledge about the programs, products. To ensure that dealership has focused on extended warranty products (ESB – PPP, SSP and Roadside assistance program) To recommend dealerships to conduct local campaign to support the service business in both sales and retention program.

Service Parts:

To review the stock order versus VOR orders ratio and discuss the same with dealership management team. To review the inventory levels at the dealerships and ensure parts are available above the safety stock. To ensure usage of genuine parts and accessories. To train dealers on parts claim process, PANDA, etc. Bachelor's degree in Business Administration / EngineeringMore than 5 years of field experience in both direct / related business Good interpersonal and business acumen, good communication in both written and verbal skills. Presentation skills, general knowledge in automotive knowledge. Process oriented.Sales and marketing, business development, PS&L, process improvementBusiness consulting skill, presentation skill, analytical skillLeadership skill, management skill, motivation skill, good-team players.This position is required to travel extensively across nation-wide.Good aptitude and potential to grow in the future assignments.

(Please refer to the JD above.)

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