Service Zone Manager

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.

- Bachelor’s Degree in Economics, Commerce/Trading, Business Admin, Marketing, Automotive Engineering/Mechanics.

- At least 5 years experiences in Sales, After Sales Service, Marketing.

- Customer Service experience, customer satisfaction-oriented mindset.

- Good communication, business acumen, interpersonal skills, negotiation, presentation and analytical skills.

- Creative, teamwork, careful and capable to learn new concepts.

- Fluent English and good MS Office