Service Zone Manager

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Ford Motor Company Full time
Service Zone Manager open position.

Location:

HCMC

Report to:
FCSD Manager

  • Competitive salary
  • Annual 13 th month salary and incentive bonus
  • Mobile allowance
  • Job car
  • Career development opportunity

Background, qualification & skills:

  • Bachelor's Degree in Economics, Commerce/Trading, Business Admin, Marketing, Automotive Engineering/Mechanics.
  • At least 5 years experiences in Sales, After Sales Service, Marketing.
  • Customer Service experience, customer satisfactionoriented mindset.
  • Good communication, business acumen, interpersonal skills, negotiation, presentation and analytical skills.
  • Creative, teamwork, careful and capable to learn new concepts.
  • Fluent English and good MS Office.

Support and train dealers to:
set objectives; develop objective achievement roadmap then monitor, track, enhance and improve dealers' performance in all the below
:


  • Customer Satisfaction
  • Customer View Point/ FIRFT (Fixed it right at first time) Scores
  • Customer Experience Initiatives (Service Convenience initiatives, Ford Pass activation, (L4L. PUD, Express Service, Mobile Services, Online service booking, Video checking)
  • Customer Concern Resolution & Prevention (Customer Request Center, Customer complaint (hot cases))
  • Ford Guest Experience Sustenance
  • Dealer's integrity of interviewing process.
-
Business Growth

  • Traffic & Retention
  • Commodities
  • Parts Revenue
  • Extended Service Business in service

Additionally:

to provide supports in:

  • Ford service promotions/campaigns and new products development and implementation
  • Market intelligence and performance data collection
  • New dealer Service & Parts department setup
  • New service products/programs implementation in dealers
-
Dealer Process

  • Opportunity Management Service Reminder, Tactical campaign, Ford Service Assistant)
  • Process Audit (Repair Order Audit, Parts stocking, Workshop scheduling, vehicle delivery)
  • Dealer processes implementation & adherence (Ford Guest Experience/ Pre-Delivery Inspection / Customer View Point/ Vehicle Off Road)
-
Training & Capacity

  • Dealer Manpower Planning, Availability & Training
  • Installed Capacity (bays, equipment, tools)
-
Vehicle Uptime

  • Repair Order process management, escalations, dealer view updates
-
New Vehicle Sales support

  • Sale of MVI at showroom
  • Accessories sales during new vehicle sales
-
Others

  • Dealer Business Plan Review & Commercial Terms; Dealer Profitability review & discussion
  • Management Action Meeting (With Dealer Principal/ CEO)
  • Reports / Key Metrics generation
  • Any other tasks as assigned by direct Supervisor or Head of Department based on business' requirements.


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