Responsible to develop and implement After Sales strategy in alignment with guidelines from HQ Responsible that customers receive a luxury service experience Responsible for parts and accessory sales, service loyalty and dealer operating standard to be aligned with regional objectives Responsible that all legal activities are managed according to the respective law in place Role Responsibilities: Parts and Accessories (25%) Defines long and short term sales volume planning for parts and accessor... more details
Role Summary:
Responsible to develop and implement After Sales strategy in alignment with guidelines from HQ
Responsible that customers receive a luxury service experience
Responsible for parts and accessory sales, service loyalty and dealer operating standard to be aligned with regional objectives
Responsible that all legal activities are managed according to the respective law in place
Role Responsibilities:
Parts and Accessories (25%)
Defines long and short term sales volume planning for parts and accessories
Defines annual dealer targets and monitor region and dealer performances
Develop marketing plan to promote products, service and sustain volumes
Assure dealers promote and sustain products through proper marketing plans
Monitor customer loyalty and implement actions for improvement
Support VWGoA for product importation
Oversees local P&A warehouse operation
Support parts logistics for motorsport to ensure sufficient stock at events
Training After Sales/ Sales (15%)
Ensure a proper training program to all After Sales /Sales Roles at dealership
Monitor the execution and correct participation of dealer personnel
Support HQ in the development of training programs/classrooms
Vehicle Logistics (15%)
Oversee vehicle logistics from a technical point of view ( Port processor/ trucking )
Manage importation of special vehicles
Technical Support (15%)
Assures that proper technical support is provided to dealers monitoring Quick Claim system and customer complaint cases guaranteeing a timely closure
Escalates difficult technical cases to HQ
Customer Care Management (15%)
Ensure customer cases are resolved and is responsible to manage trade assistance and mediation/arbitration situations
Monitor lemon law and buyback cases in collaboration with VWGoA Legal and Product Liaison department
Warranty Management (15%)
Monitor warranty processes and warranty costs
Council and advice Service Area Managers on goodwill decisions and monitor costs
Qualifications:
Years of Experience:
Minimum 12 years automotive experience
Education – Required:
Bachelor’s Degree in Business, Marketing, Finance,Engineering, or related field
Education – Desired:
Master’s degree preferred
Skills:
Analytical and conceptual thinking – using logic and reason, creative and strategic
Communication skills – interpersonal, presentation and written
Computer savvy – skilled in the use of software
Integration – joining people, processes or systems
Influencing and negotiation skills
Problem solving
Resource Management
Practical & Technical Knowledge
Strong automotive expertise in After Sales processes
Strong automotive technical knowledge
Retail sales management experience
Strong experience in automotive Customer Care
Legal automotive knowledge
International company knowledge with strong liaison to HQ in Europe
Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.
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