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This role focuses on developing and growing the Ford Customer Service Division business by analyzing dealer performance, implementing corrective action plans, and supporting promotions and new products. It also involves improving dealer parts and service operations, maintaining customer satisfaction by monitoring processes and handling complaints, and supporting overall dealer
business development.
Responsibilities
1. Service Business Development
- Growing the parts & service business to achieve given objectives
- Support Ford service promotions/campaigns
- New products development and implementation
- Identifying poor performing Dealer Parts & Service Department and applying corrective action plans with colleagues and cross-functional when needed
- Monitoring program performance of dealers
- Collating Market intelligence and performance data
2. Maintain Service Customer Satisfaction (CS)
- Support and monitor dealers in developing action plans for improvement
- Monitor the dealer's integrity of interviewing process
3. Dealers Parts & Service Business Development
- Applying general business principles to enhance Dealer performance
- Developing annual dealer Business, action & marketing plans (together with Dealers)
- Analyzing and guiding the Dealers parts & service business performance through support from the Dealer Performance Report.
- Analyzing corrective action plans for the Dealers Parts & Service Department performance by using Ford's formalized systems
- Support new dealer Service & Parts department setup
- Implement and monitor new service products/programs in dealers
4. Customer Complain Handing
- Take leads in handling complaints (hot cases) from customers of dealers in charge
- Monitor and coach dealers in customer handling process
5. Dealer Processes
- Support DPI Specialist to implement and maintain service processes in dealers
- Any other tasks assigned by direct Supervisor or Head of Department based on Business' requirements
6. 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 training as required by Corporate Compliance Office.