Description
This role focuses on developing and growing the Ford Customer Service Division business by analyzing dealer performance, implementing corrective action plans, and supporting promotions and new products.
Responsibilities
Service Business Development
- Grow the parts & service business to achieve given objectives.
- Support Ford service promotions and campaigns.
- Develop and implement new products.
- Identify underperforming Dealer Parts & Service Departments and apply corrective action plans.
- Monitor program performance of dealers.
- Collect market intelligence and performance data.
Maintain Service Customer Satisfaction (CS)
- Support and monitor dealers in developing action plans for improvement.
- Ensure dealers follow a rigorous interviewing process.
Dealers Parts & Service Business Development
- Apply general business principles to enhance Dealer performance.
- Develop annual dealer business, action, and marketing plans.
- Analyze and guide Dealer parts & service business performance.
- Analyze corrective action plans for Dealer Parts & Service Department performance.
- Support new dealer Service & Parts department setup.
- Implement and monitor new service products/programs in dealers.
Customer Complaint Handling
- Handle complaints from customers of dealers.
- Monitor and coach dealers in customer handling processes.
Dealer Processes
- Support DPI Specialists in implementing and maintaining service processes in dealers.
Qualifications
Education
- Bachelor’s degree in Marketing, Economics, Business Administration, Commerce/Trading, Automotive Engineering/Mechanics, or a related field.
Experience
- At least 5 years of experience in Marketing, Sales, Service of the Automotive industry, with supervisory role experience.
Key Skills & Competencies
- Proficiency in Word, Excel, and PowerPoint.
- Good communication and interpersonal skills.
- Strong analytical and problem-solving skills.
- Ability to work in a team and learn new concepts quickly.
- Customer satisfaction-oriented mindset.