Full Job Description
Assists in resolving vehicle repairs that dealer technicians are unable to diagnose and repair. Instructs dealer technicians in proper diagnostic and repair procedures. Performs incident investigations and prepares related reports. Conducts evaluations of customer buyback vehicles. Acts as primary interface with national consumer affairs and the technical hotline in relation to customer requests, Better Business Bureau (BBB) arbitration, and Lemon Law cases. Analyzes dealership’s service department operations and provides constructive feedback to dealership management and NNA regional staff. Identifies areas of improvement, develops recommended action plans, and reviews with Dealer Principal/Executive manager including P&S Management to improve service customer satisfaction and retention. Works with FOM counterpart(s) to synergize operations.
Contributes to building brand value and achieving enduring profitable growth.
The following job function statements describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The job function statements reflect expectations of the fully trained, proficient incumbent who meets all performance criteria.
Conducts routine dealership visits to review operations and meet with vehicle service staff, management and Dealer Principal to assess all aspects of service operations
Coordinates with FOM and DTM Management on analysis of quality of customer interface and service practices in dealerships’ P&S operations. Participates in CSI focused reviews and addresses identified issues with dealerships. Identifies and clones best practices. Develops action plans with dealerships to enhance customer satisfaction and correct poor habits. Monitors staff performance through real time technology tools and customer satisfaction scores. Understands sources of customer complaints and addresses with management
Assists in resolving vehicle repairs that dealer technicians are unable to diagnose and repair. Instructs dealer technicians in proper diagnostic and repair procedures. Demonstrates the awareness for adding value to the Company by decreasing warranty costs
Communicates with engineering and technical hotline staff to identify, report and resolve technical issues. Identifies and analyzes technical issues resulting in repeat repairs, or customer dissatisfaction. Analyzes decisions from the customer’s viewpoint and takes action with the customer’s needs and values in mind
Conducts investigations into incidents by examining vehicles and subsystems, provides supporting photos and reviews repair history and related fire, police, witness, and expert reports. Prepares reports to company management documenting the facts and results of investigation. Makes swift and thoughtful decisions based on a clear understanding of the client’s strategy
Conducts customer buyback evaluations determining suitability of vehicles for resale or donation; oversees final repairs; prepares related reports and documentation, and coordinates final disposition of vehicle
Acts as the company’s representative and expert witness for Lemon law arbitration, product liability, and breach-of-warranty litigation providing testimony during depositions. Prior to arbitration, works with the consumer affairs department to assess the situation and to develop an equitable resolution for the customer. Teams with people from other organizations, independently of borders (functions, regions, and affiliates), to reach a target
Reviews and evaluates dealership technician training needs, special tool inventory, electronic information systems, and service advisor training on special programs; identifies areas of deficiencies/inefficiencies and recommends solutions. Promotes service department certification and supports recognition of achievements. Consistently contributes to building brand value by delivering on our brand promise
Provides dealers with approvals/denials/recommendations on Warranty and Goodwill claims.
Uses extensive systems knowledge and dealership data to evaluate approval requests for warranty and goodwill type claims
Acts as technical subject matter expert during warranty review activities
As necessary, performs other related duties of which the above are representative
Minimum Qualifications and Demonstrated Knowledge, Skills and Abilities
The following qualification statements reflect the minimum skills and abilities required of the qualified applicant.
Job Knowledge and Skill:
Thorough knowledge of automobile mechanical and electronic functions; good general knowledge of dealership service operation. Good verbal and written communication skills
Four or more years of increasingly responsible administrative experience, plus two or more years of directly related professional level experience
Professional Certification (e.g. paralegal, etc.) or an AA degree. Consider equivalent related college or technical courses, seminars and in-house classroom training
Working knowledge of word processor, spreadsheet, other PC applications, etc. to output routine products with similar, non-creative formats
Demonstrated Knowledge, Skills and Abilities
Ability to prioritize own schedules and organize work load effectively with minimal daily supervision
Ability to function effectively and remain productive in a virtual office environment
Ability to focus on the best interests of the dealership and the client. Can remain objective in the course of building relationships
Dedication to meeting the expectations and requirements of internal and external customers.
Attentive to others opinions and perspectives
Ability to influence the actions of others by building credibility through dealership knowledge, effective recommendations, clear communications, honesty, and demonstrated follow-up on promises
Result driven even in the face of resistance or setbacks
Ability to present ideas and analysis in an effective manner
Ability to understand the complexities of situations and solicit assistance from others as needed
The physical requirements described below are representative of those an employee must normally meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential job functions.
More than 75% day and overnight travel
Demonstrates the awareness for adding value to the Company by increasing profits and/or decreasing costs
Links decisions and actions to profitability targets
Maximizes profit through swift and thoughtful decisions based on a clear understanding of the client’s strategy
Focuses efforts on converting customers to enthusiastic advocates for our brand, by delivering consistent and passionate product and service performance that exceed customer value expectations
Analyzes decisions from the customer’s viewpoint and takes action with the customer’s needs and values in mind
Cross-Functional and Global:
Supports a working culture of cross-functional cooperation and synergy (cross-divisional, cross-regional, and cross-hierarchical)
Demonstrates the ability to team with people from other organizations, independently of borders (functions, regions, and affiliates), to reach a target
Consistently contributes to building brand value by delivering on our brand promise
Actively listens, welcomes diverse opinions, and makes necessary, timely, and innovative decisions
Produces several possible solutions to each problem and recommends the best one for the Company
Stretch Goals and Growth:
Orients performance and realization of stretch objectives based on competitive benchmarks
Focuses goal achievement on the required direction of profitable growth
If you are interested in this opportunity, please apply here.