Description
Your Role: The purpose of this role is to serve as the primary contact for dealers' aftersales inquiries, provide expert remote and on-site support for retail business, best in class service line customers experience, technical and warranty support as well as assistance to the AMEO's dealer network to identify areas of opportunity to improve existing and develop new revenue streams, enhance service quality and reception processes to achieve the highest level of customer satisfaction.
What You'll Do:
Key Responsibilities:
The responsibilities for this position are broken down as follows: Local (applicable to the AMEO only), Regional (applicable to GMIO) and Global (applicable across GM-defined regions)
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Retail business Management
- Lead dealers to complete AMEO Business Plan w/ focused and targeted action items to achieve Service retention, Retail Parts Customer Pay Sales out Targets, SSS, Fixed Operations Gross Profit, FIRFT and overall related elements, Training Certification objectives, Retail Standards, Defined Customer Focused KPIs and Service Capacity requirements
- Review BP action items and plans monthly
- Consult with dealers to ensure financial health by improving profitability
- Review monthly Retail Parts KPIs and consult dealer on sales out trend and margins
- Track dealer on RIM compliance and ensure optimal RIM utilization.
- Liaise with MEDC to resolve any dealer Back order/ open order for part critically required at the dealership Integrate Dealer's Service and Parts departments streamlining both overall operation and performance
- Provide market intelligence, opportunities or risks seen in the market and analyzing market potential that paves way to setting up annual dealer business plan (and dealer annual retail objective).
- Lead or support Retail Parts Customer Pay Sales out Discussion meetings w/dealers to finalize and agree on future CY sales targets based on agreed growth initiatives
- Communicate monthly dealer specific retail Customer Pay parts sales out objectives, and continuously track performance.
- Manage successfully assigned budgets as specified by supervisor
- Implement initiatives as agreed with supervisor per annum and based on agreed deadlines
- Focus will be on sales out growth of GM Parts through assigned Dealers' mechanical workshops, body shops, branded Quick Services, ACDelco Service Centers and across the retail parts counters to ensure dealer retail parts customer pay sales out targets are met and exceeded
Service Ops and Warranty Management
- Drive dealer's compliance to GM Warranty Policies and Procedures
- Provide technical support and solutions to dealers on technical issues including on-site Technical assistance & coach dealers on usage of proper strategy-based diagnosis (SBD) to achieve high Fix- It -Right-First-Time
- Drive MEO product Quality improvements through submission of Product quality reports (PIR) through dealers and support any engineering activities/Investigations for problem resolution
- Improve quality of repair to the highest level possible, support dealer management in identifying relevant action plans with specific technical inputs for development and execution of business plans
- Ensure dealer's warranty administration processes and performance indicators meet/exceed the set regional standards including conducting monthly warranty review of dealerships and eliminate warranty waste thereby achieving Warranty KPI's
- Drive AMEO Field action completion rate with special focus on Safety recalls and ensure robust dealer processes to support recall related communication with customers
- Ensure workshop and reception have trained staff to perform quality service through dealer's compliance to minimum training standards and service certification
- Manage customer support initiatives including Tire assistance programs, courtesy vehicles, Trade- in Assists/buybacks, loyalty certificates etc., as well as assist dealers to resolve escalated & high- profile customer complaints related to service including working with dealers on action plan to avoid reoccurrence
- Act as first point of contact for Technical and warranty related queries raised by Local Consumer Protection Departments or Ministries and work with dealers to maintain cordial relationships with the various authorities especially on critical customer cases registered with them
- Drive dealers to ensure optimal level of technical and warranty service is available to large fleet customers to enhance Fleet ownership experience
*This role is based in Saudi Arabia
Additional Description
Your Skills & Abilities
Required Knowledge, Skills, Experience and Competencies
Knowledge and Experience:
- Min 3-5 years professional experience in the automotive industry
- Customer care/experience management
- In depth knowledge of automotive technology, engineering principles as well as expertise in vehicle servicing practices/methods & standards
- Strong Knowledge of dealer business management
- Bodyshop Management Experience
- Service Management Experience
- Retail Parts Management Experience
- Financial After Sales Business Acumen
- Experience in handling customers including managing complaints
Education:
- College degree in engineering or equivalent - preference in automotive specialization.
- MBA is an added value
Skills:
- Communication skills
- Excellent computer skills in MS Office, particularly in MS Excel and PowerPoint
- Excellent written and oral skills in English
- Arabic Language Proficiency is a plus
- Excellent analytical skills to be able to interpret data
- Good presentation skills
- Ability to travel extensively throughout region
Competencies:
- Problem Solving
- Relationship Building
- Creativity
- Dealing with ambiguity
- Customer Focus
- Business acumen
- Functional/Technical Skills
- Decision Quality
- Managerial Courage
- Organizational Agility
- Negotiation Skills
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