Service Zone Manager

1 week ago

Ho Chi Minh City, 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 satisfaction-oriented 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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