Assistant Manager, Dealer Service Process

Location

Purpose

~ Implement & manage existing service experience programs to help improve customer satisfaction.

~ Oversee supplier selection and relationship management for programs in Service Experience and Training Group.

~ Lead collaboration efforts on the development of reward programs to drive dealer performance in key performance indicators.

Major Responsibilities

Program Management:

~ Manage existing customer satisfaction programs that improve the customer service experience and any newly developed programs throughout the year.

~ Oversee supplier selection and relationship management, including RFP and Scope of Service development. Review and approve deliverables. Ensure Hyundai needs and expectations are met.

~ Maintain supplier agreements, change orders, purchase requests, purchase orders, and invoices. Facilitate processing and approvals with internal departments.

~ Communicate new program launch, progress, and results via email, website analytics, reports, and presentations.

~ Maintain budget, including annual development, monthly accruals, ongoing monitoring, and reconciliation. Includes overall department budget and individual budgets for above programs.

~ Document and maintain department processes for above programs (e.g., dataflow to/from suppliers, report procedures, program approvals). Identify issues and improvement opportunities.

Operations:

~ Manage relationship with HMA Purchasing Department to ensure all department purchasing issues are resolved in a timely manner

~ Collaborate with other HMA Departments, such as Training, Parts, After Sales, Warranty, Region Management & Field Operations to ensure our programs meet Division & Company needs.

~ Address questions or inquiries about programs from National and Regional management, dealers, and customers. Resolve issues and help motivate dealer behavior to achieve desired HMA objectives.

~ Develop Dealer and Field Communications to support best practices, training opportunities, and drive performance as needed.

~ Lead Dealer and Field training on the Rewards program as needed.

Reporting:

~ Compile, update and distribute regular reports (daily, weekly, monthly) for HMA corporate and regional management.

~ Assist Internal Audit personnel in regular dealer audits. 

Major Responsibilities (continued)

Analysis:

~ Integrate raw data into PowerPoint charts and slides that can be used by management for presentations and performance measurement.

~ Analyze and report research data, identify trends and implications, and make recommendations to management regarding improvement opportunities.

~ Monitor program quality and trend.

~ Analyze and report program progress and results.  Provide scheduled and ad hoc reports and analysis and utilize insights to enhance current and future programs.

Planning & Budget:

~ Maintain program budget and manage supplier billings and agreements.

~ Manage relationship with HMA Finance Department to ensure all department budget questions and concerns are resolved in a timely manner.

~ Maintain and update monthly budget tracking spreadsheets, identify variances and follow up with vendors or stakeholders to document the situation.

~ Process invoices and prepare Purchase Orders/Change Notices for vendors supporting Service Experience and Training.

~ Manage annual budget process for Service Experience and Training department.

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.

~ Create and distribute high level reports that facilitate the executive management team in making key business decisions.

Education

Related Experience

~ Five to six years of automotive industry work experience of which at least three years are directly related experience in automotive parts or service.

~ Experience in fast paced OEM environment with emphasis on fixed operations process.

~ Program management and vendor relations experience required.

~ SQL and Microsoft Access experience desired.

Skills/Knowledge

~ Excellent verbal and written communications skills to allow effective interaction with all levels of the organization.

~ Knowledge of automotive parts and fundamental knowledge of automotive maintenance and repair.

~ Ability to work independently, under pressure of deadlines, handle multiple priorities and pay close attention to detail.

~ High degree of proficiency in Microsoft Office (Excel, Access, Publisher, Word, PowerPoint, and Outlook).

~ Ability to thrive in a team environment.  

Certification Required

~ N/A

Physical Requirements

Work Model

Compensation

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).