Dealer Operation Improvement Manager (After-Sales Service)

1. Job Purpose:
Lead continuous improvement activities across Hino's dealer network to achieve business and service operation KPIs. Strengthen dealer capability, customer satisfaction (CSI), and overall service quality through Kaizen initiatives, standardized operation processes, and data-driven management.
2. Key Responsibilities:
2.1) Dealer Network Management & Field Activities (50%)
To achieve HMV Business and Operation KPIs through the Total Support (TS) Circle framework.
• Achieve service KPIs and performance targets for assigned dealers, regions, or territories.
• Improve dealer service operation quality: establish SOPs, monitor monthly dealer improvements, and follow up on service promotion programs.
• Represent and liaise between HMV and dealers regarding service business operations, coordinate and resolve specific issues arising at dealers.
• Conduct required non-technical training for dealer staff.
• Lead and analyse performance reports (daily, weekly, monthly, yearly) for assigned dealers.
2.2) Dealer Operation Improvement (Kaizen Projects) (20%)
• Lead Dealer Operation Kaizen activities for priority dealers focusing on 5S, KPI improvement, productivity, CSI enhancement, and skill upgrading via on- site OJT.
• Develop and standardize improvement process models and methodologies; provide training and handover to FS/FP teams for continuous monitoring.
• Cooperate with other departments within CS and across functions to implement Kaizen activities at dealers.
2.3) Management and Reporting (20%)
• Develop planning and task scopes to ensure all assigned activities are properly implemented.
• Monitor, supervise, and provide training to ensure all team members follow plans and policies at both departmental and company levels.
• Conduct corrective/preventive actions for identified issues.
• Prepare management reports such as weekly, monthly, quarterly, PDCA, and 3S management reports.
2.4) Cross-functional Activities (10%)
• Collaborate with other departments within CS and across functions to promote Customer Support (CS) and Total Support (TS) activities.