Job Requirements:
Relationship Management & Consultative Leadership
- Serve as a trusted advisor to Dealer Owners, Dealer Principals, and Parts & Service Directors, conducting regular performance review meetings to drive key business initiatives.
- Influence and coach dealership leadership to implement best practices, optimize workshop operations, and improve overall departmental profitability.
- Collaborate closely with internal corporate departments (Sales, Marketing, Technical Support, and Parts Logistics) to provide seamless, comprehensive support to the dealer network.
Workshop Efficiency & Service Productivity
- Consult on service shop productivity, workshop efficiency, and digital tool integration to maximize technician labor utilization, workshop throughput, and Customer Pay RO growth.
- Review dealership workshop capacity and workflow constraints; partner with Service Managers to optimize stall utilization, dispatch systems, and scheduling processes.
- Monitor and drive adoption of mobile-convenience and remote-work productivity tools, including Mobile Service deployment, Pickup & Delivery (P&D) operations, and digital service scheduling platforms.
Vehicle Off Road (VOR) & Case Escalation Management
- Act as the primary field escalation manager for critical Vehicle Off Road (VOR) and long-term vehicle-down cases.
- Collaborate proactively with dealership parts/service teams, corporate technical assistance hotlines, and Parts Distribution Centers (PDCs) to reduce overall Warranty Repair Order (RO) duration and accelerate VOR resolution.
- Analyze parts stock management data, including backorders (B/O) and VOR orders, utilizing B/O and Dealer Portal (SAP) systems to achieve target fill rates and expedite urgent parts logistics issues.
- Act as the "Voice of the Customer/Dealer" back to Regional Team regarding chronic parts backorders or product quality issues that negatively affect vehicle downtime.
Customer Experience & Quality Control
- Analyze Customer Experience Index (CEI), Net Promoter Score (NPS), and Fix It Right First Time (FIRFT) data to pinpoint gaps in dealer processes. Lead the design and implementation of tailored process improvements to resolve customer concerns and boost brand loyalty.
- Identify and execute operational strategies to reduce repeat repairs, minimize carry-over work, and resolve complex customer vehicle concerns.
Parts Revenue & Commercial Programs
- Achieve or exceed assigned monthly, quarterly, and annual parts, accessories, and tire sales targets (wholesale and retail).
- Maintain optimal dealer parts inventory levels by analyzing stocking data, minimizing stock cover risks, and optimizing obsolescence management.
- Drive the successful implementation of regional service marketing, customer relationship management (CRM), and dealer incentive programs through ongoing tracking, strategy meetings, and barrier resolution.
- Monitor and optimize the operational and financial performance of dealership programs, including Guest Experience (GE), convenience services, and body shop/collision center operations.
Dealer Standards, Training & Compliance
- Ensure dealer alignment with brand market representation standards, including facility signage, required specialty tools, equipment, and EV infrastructure readiness.
- Proactively identify dealer operational and performance gaps by reviewing management control sheets weekly, implementing corrective actions through targeted processes and training.
- Review dealership staff performance against key process metrics. In collaboration with dealer management, develop action plans to address skill gaps, ensuring staff completion of mandatory technical and service advisor training.
- Ensure strict dealer adherence to corporate parts and service policies, warranty guidelines, and audit compliance requirements.
Administration & Reporting
- Prepare and submit professional, timely Dealer Reports following every dealership interaction to document agreements, action items, and outstanding issues.
- Complete all administrative requirements as required.
Education Qualification & Experience :
- Bachelor's degree in Marketing / Engineering. MBA is a plus
- More than 10 years of field experience in both direct/related business
Professional Exposure:
- High analytical skills in technical problem solving
- Good communication in both written and verbal skills
- Presentation skills
- Good knowledge of automotive engineering
- Process-oriented
- Preferred previous experiences: Zone Manager/Service Marketing/Technical service engineer
- Leadership skills, good team players
HOW TO APPLY: Please send your CV to the consultant in charge:
E-mail: thanh.tran@ev-search.com
All applications will be considered without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or any other non-merit factor.
