General Service Zone Manager

The General Service Zone Manager serves as the primary strategic liaison, consultant, and business partner between Ford Vietnam and dealer network. This role is responsible for driving parts and service business growth, maximizing dealer profitability, and elevating customer ownership experience. By leveraging advanced data analytics, the General Service Zone Manager diagnoses operational gaps, implements process improvements, and influences dealership leadership to align with brand standards, workshop productivity goals, and commercial sales targets.
Responsibilities
1. 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.
2. 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.
3. 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.
4. 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.
5. 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 Ford Guest Experience (FGE), convenience services, and body shop/collision center operations.
6. 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.
7. 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.