Assistant Manager, Dealer Service Process

Location

Purpose

The Assistant Manager, Dealer Service Process defines the Dealer Service Process Standards for all Hyundai dealers – this includes developing new processes and training to support new vehicle or campaign launches, or changes to business needs, like launching mobile service or capacity consulting.

Major Responsibilities

Define Dealer Standards

• • Define the standards and best practices for in-dealer service process to achieve top rank JDP CSI, Customer Retention, Dealer Profitability and Parts Sales
  • Collaborate cross-functionally with other departments and regions to assess dealer service programs and their impact on customer satisfaction to update processes as needed
  • Work with HMC, Engineering, Special Projects, dealers, HMA field staff and various vendors to create Standards & Best Practices for dealer processes to enable dealers to diagnose and service customer vehicles while providing great customer service
• Work closely with the Field Ops and Regional teams to manage a quarterly service process review that will ensure dealers are following the defined service process to achieve high customer satisfaction.
• Work closely with Service Training and Operational team to develop a strategy for implementing best practices in dealership
• Maintain the Car Care Process Guide and keep it updated as new processes are developed

Reporting & Analysis

• • Integrate raw data into PowerPoint charts and slides that can be used by management for presentations and performance measurement.
  • Compile, update and distribute regular reports (daily, weekly, monthly) for HMA corporate and regional management
• Define, implement and report on program performance metrics to ensure success of the initiative and calibrate plans accordingly

Major Responsibilities (continued)

Vendor Management & Operations

• • Oversee & manage vendors & partners related to Dealer Processes or Facility Standards
  • Collaborate with other departments as required for communication of new process launches.
  • Maintain supplier agreements, change orders, purchase requests, purchase orders, and invoices. Facilitate processing and approvals with internal departments.
  • Coordinate meetings and assist in the planning of special events (e.g., Service Manager Advisory Council meeting, Tech Roundtable, etc.)

Budget / Purchasing

• • Manage relationship with HMA Purchasing Department to ensure all department purchasing issues are resolved in a timely manner
  • Ensure that billing for dealers and vendors is processed within accordance to company standards.
  • Maintain and update monthly budget tracking spreadsheets, identify variances and follow up with business owner to document the situation.
  • Process invoices and prepare POs/Change Notices for vendors supporting Service Planning & Analysis

Authority

~ Oversee performance of suppliers and internal support departments. Includes developing scope, monitoring quality, and ensuring delivery of goods/services. Also includes review of and recommendations for supplier agreements, purchase requests, budget, and invoices.

~ Final editorial control over process documents that are channeled through the Field Operations or Dealer Training groups to be deployed to the regions and dealers.

~ Distribute high level reports that assist executive management in making key business decisions.

Education

Related Experience

~ Five to six years experience directly relating to duties and responsibilities specified.

~ Familiar with retail and wholesale automotive service operations.

Skills/Knowledge

~ Strong analytical skills

~ Excellent written and oral communication skills

~ Works well independently and in a group setting

~ High degree of proficiency in Microsoft Office (Excel, Word, Power Point, Access, QMF)

Certification Required

~ N/A

Physical Requirements

Work Model

Compensation

Affilate

Benefits

Actual pay will be based on skills, experience and education. Our total rewards package includes base salary, bonus and benefits. Benefits include healthcare insurance (medical/prescription, dental, vision), 401(k) company match, a quarterly employer enhanced contribution, basic life insurance, short- and long-term disability, employee assistance program (work/life balance programs and confidential counseling), expert medical services (provider referrals, second opinion), business travel accident insurance, health advocacy (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits), annual discretionary bonus, accrued vacation pay, company provided sick pay, vehicle lease program (monthly fee includes insurance and maintenance).