**Overall roles & responsibilities:** + To achieve company’s revenue and profit in parts, accessories, lubricant targets. + To responsible for assigned team’s performance in sales/profit/process results. + To manage the assigned projects and deliver the results. + To consult and support dealers in dealer process improvement + To ensure that dealerships’ operations are up to standard. + To ensure that CSI/ CVP / DVP are achieved according to the dealer business plan. + To ensure that dealerships have enough and well-trained staffs in all functions. **Quality Care:** + To support the QC implementation process at the dealerships and work closely with Retail Excellence team in implementing the program. + To conduct yearly audit for the dealership on QC sustenance program and report out. **Customer Satisfaction:** + To discuss the CVP reports with the dealership management team and initiate corrective actions on the areas of improvement and monitor the implementation. + To review the customer satisfaction rate & concern resolution process at the dealerships + To review the Open & Closed concerns on weekly basis and guide the dealerships on improving the customer handling process and customer satisfaction rate. + To implement strategy to achieve CSI Objective. **FIRFT & Training Support:** + Review the analysis report on FIRFT and initiate action plan. + Ensure that dealerships’ staff has paid attention and focus on enrolling the training process and keep monitoring the training progress. + Implementation of in-house training program at dealerships. + Ensure the availability of Special tools as per the guidelines and usage. **Technical Support:** + To review the technician level mix of and develop action plan to retain dealerships staffs together with dealership management team. + To provide guidance for the technicians on need basis and coordinate with Field Engineer team & Technician hotline to resolve the technical problems. + To ensure that all TSB and HOTSPOT bulletins are fully aware by concerned dealerships staffs. + To train the dealership service team to be able to use STARS3/FORD Connect/HAR, etc. effectively **Warranty:** + Conduct warranty support at dealerships and facilitate the WCP audit process at dealerships. + To dispose the warranty parts as per the warranty guidelines + To ensure implementation of Warranty policy at the dealerships which includes: documentation, sending of failed parts to plants on timely basis, warranty claims, storage of warranty parts + To support the warranty approval process including goodwill claim. + To ensure that dealers have a certified warranty staff. + To review the warranty reports with the dealer principal and suggest corrective actions. **Service Marketing:** + To monitor that service marketing programs has been implemented at dealerships properly. + To ensure that dealerships staffs has thoroughly knowledge about the programs, products. + To ensure that dealership has focused on extended warranty products (ESB – PPP, SSP and Roadside assistance program) + To recommend dealerships to conduct local campaign to support the service business in both sales and retention program. **Service Parts:** + To review the stock order versus VOR orders ratio and discuss the same with dealership management team. + To review the inventory levels at the dealerships and ensure parts are available above the safety stock. + To ensure usage of genuine parts and accessories. + To train dealers on parts claim process, PANDA, etc. _(Please refer to the JD above.)_ \#LI-PC + Bachelor's degree in Business Administration / Engineering + More than 5 years of field experience in both direct / related business + Good interpersonal and business acumen, good communication in both written and verbal skills. Presentation skills, general knowledge in automotive knowledge. Process oriented. + Sales and marketing, business development, PS&L, process improvement + Business consulting skill, presentation skill, analytical skill + Leadership skill, management skill, motivation skill, good-team players. + **This position is required to travel extensively across nation-wide.** + Good aptitude and potential to grow in the future assignments. **Requisition ID** : 46111