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Service Zone Manager

1 month ago

Hà Nội, Vietnam Ford Motor Company Full time

In this area, please identify the responsibilities of the position by main categories as following:
**A. General duties**:

- FCSD Business Development
- Maintain Service Customer Satisfaction (CS)
- Dealers Parts & Service Business Development
- Quality Care Implementation
- Customer Complain Handing
- Any other tasks assigned by direct Supervisor or Head of Department.

**B. People Development & Management**

**_C. _**Compliance**
- Required Education/ Background: Bachelor's degree in Marketing, Economics, Commerce/Trading, Business Admin, Automotive Engineering/Mechanics
- Minimum experience: At least 5 years experiences in Marketing, Sale, Service of Automotive industry; Supervisory role experience
- Nice to have: 5 years experiences in Automotive industry, Master Degree in Marketing, Economics, Business Admin
- Customer Service experience
- Good at English (Writing, Speaking & Listening) and MS Office (Word/Excel, Power Point)
- Good analytical skill
- Creative, teamwork, careful and capable to learn new concepts
- Good communication and interpersonal skills (negotiation, coordination, presentation )
- Good at customer satisfaction-oriented mindset

**A. General duties**:
1. FCSD Business Development
- Growing the parts & service business to achieve given objectives
- Support Ford service promotions/campaigns
- New products development and implementation
- Monitoring program performance of dealers
- Collating Market intelligence and performance data

2. Maintain Service Customer Satisfaction (CS)
- Support and monitor dealers in develop action plans for improvement
- Monitor the dealer’s integrity of interviewing process

3. Dealers Parts & Service Business Development
- Developing annual dealer Business, action & marketing plans (together with Dealers)
- Analyzing and guiding the Dealers parts & service business performance through support from the Dealer Performance Report.
- Analyzing corrective action plans for the Dealers Parts & Service Department performance by using Ford's formalized systems
- Support new dealer Service & Parts department setup
- Implement and monitor new service products/programs in dealers

4. Customer Complain Handing
- Take leads in handling complaints (hot cases) from customers of dealers in charge
- Monitor and coach dealers in customer handling process

5. Dealer Processes

Support DPI Specialist to implement and maintaining service processes in dealers

6. Any other tasks as assigned by direct Supervisor or Head of Department based on Business' requirements

**B. People Development & Management**_: _**
- Conduct people processes effectively within function:

- Objectives Setting
- Individual Development Plan/ LDEP
- Training Needs Assessment
- Performance Appraisal (Interim & Year End)
- Succession Plan

**C. Compliance**:

- Comply with Internal policies, Code of Conduct, procedures of the Company issued from time to time.
- Complete all compliance training as required by Corporate Compliance Office.