Service Zone ManagerCÔNG TY TNHH FORD VIỆT NAM

ABOUT US
At Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrow's transportation.
DETAILED ACTIVITIES:
I. General duties:
Support and train dealers to: set objectives; develop objective achievement roadmap then monitor, track, enhance and improve dealers' performance in all the below:
1. Customer Satisfaction
- Customer View Point/ FIRFT (Fixed it right at first time) Scores
- Customer Experience Initiatives (Service Convenience initiatives, Ford Pass activation, (L4L. PUD, Express Service, Mobile Services, Online service booking, Video checking)
- Customer Concern Resolution & Prevention (Customer Request Center, Customer complaint (hot cases))
- Ford Guest Experience Sustenance
- Dealer's integrity of interviewing process.
2. Business Growth
- Traffic & Retention
- Commodities
- Parts Revenue
- Extended Service Business in service
Additionally: to provide supports in:
- Ford service promotions/campaigns and new products development and implementation
- Market intelligence and performance data collection
- New dealer Service & Parts department setup
- New service products/programs implementation in dealers
3. Dealer Process
- Opportunity Management Service Reminder, Tactical campaign, Ford Service Assistant)
- Process Audit (Repair Order Audit, Parts stocking, Workshop scheduling, vehicle delivery)
- Dealer processes implementation & adherence (Ford Guest Experience/ Pre-Delivery Inspection / Customer View Point/ Vehicle Off Road)
4. Training & Capacity
- Dealer Manpower Planning, Availability & Training
- Installed Capacity (bays, equipment, tools)
5. Vehicle Uptime
- Repair Order process management, escalations, dealer view updates
6. New Vehicle Sales support
- Sale of MVI at showroom
- Accessories sales during new vehicle sales
7. Others
- Dealer Business Plan Review & Commercial Terms; Dealer Profitability review & discussion
- Management Action Meeting (With Dealer Principal/ CEO)
- Reports/ Key Metrics generation
- Any other tasks as assigned by direct Supervisor or Head of Department based on business' requirements
II. Compliance:
- Maintain & apply quality control system in working area including but not limited to Service Operating System
- Comply with Internal policies, Code of Conduct, procedures of the Company issued from time to time.
- Complete all compliance trainings as required by Corporate Compliance Office.