Objective of the position
- Monitor dealer performance in key areas of service and parts department profitability, efficiencies, training, customer handling and management with specific action plans to improve the dealership’s performance in these specific areas with the overall objective of increasing After Sales profits and customer loyalty to the Brand.
- Ensure compliance with National Dealer Standards in all areas.
- Implement the expressed policies and procedures of the brand and of MBCL (i.e. Warranty, Dealer Standards, Parts, etc.).
- Manage all customer correspondence and assist dealer with resolution of customer complaints in an effective and timely manner that maintains the dealer in the process of resolution.
- Develop with dealership management After Sales marketing strategies designed to increase customer service and parts traffic and increase brand awareness in the respective markets.
- Ensure Dealer participation in Corporate provided and sponsored Training (Tech and Non-Technical).
- Follow and promote the Customer Focus & Satisfaction Policies of the company.
- All tasks are to be carried out in accordance with the appropriate procedures and work instructions.
Task designation
- Perform operational and financial review of Dealer After Sales operation and provide guidance.
- Actively participate in the development of business plans for each dealership’s after sales areas to ensure that budgets and targets are established and a relevant action initiated to realistically meet targets.
- Assist dealer after sales management in the analysis of results, and also provide input into developing methods to improve any out of line results.
- Ensure that each dealership is aware of their training commitment and has developed a training plan for each employee.
- Monitor warranty statistics from each dealership to highlight any out of line areas compared with state and national averages.  Authorize and monitor ex-gratia costs from dealers.
- Counsel dealership management when required to ensure that dealer standards are consistently met.
- Ensure that all reporting required by BMBS from the dealership is provided accurately and on a timely basis.
- Promote the dealerships Service and Parts departments’ activities through involvement with developing appropriate marketing programs.
- Ensure dealership compliance with regard to the required tools, diagnostic equipment and communication systems.
- Attend training of both a non-technical and technical nature, as required to maintain skills at the optimum levels.
- Assist dealerships with the resolution of customer complaints. Manage the closure rate and time taken to satisfactory resolve all customer issues
- Assist dealerships with facility planning and C.I. issues.
- Coordinate with Dealer technical assistance on problem vehicles to ensure a timely response from BMBS (when required).
- Implement plans and measures to improve dealer CSI scores.
- Carry out other tasks as required and directed from center and regions.