Assistant Manager, Service Learning & Performance

Location

Purpose

~ Develop & manage all after-sales training projects to improve customer satisfaction & dealer profitability.

~ Oversee the design, production, reporting and supplier relationship management for all after-sales training.

Major Responsibilities

Project Management

~ Manage training development for service managers, service consultants, parts managers, parts consultants, warranty admins, porters, business development center, cashiers and the Field.

~ Oversee course design, content review, production development and quality control.

~ Manage instructor led curriculum for impactful content, dealer-friendly scheduling, and improvement in customer satisfaction and dealer profitability.

~ 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 training launch, progress, and results via email, website, reports, and presentations.

~ Maintain budget, including annual development, monthly accruals, ongoing monitoring and reconciliation. Ensure all projects are launched on time and on budget throughout the year.

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 Warranty, Parts, Owner Marketing, Connected Car, Product Development, and Engineering to ensure above training meets Division & Company needs.

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

~ Support launch of new vehicles by reviewing product information and difficult-to-use items to identify curriculum requirements.

Major Responsibilities (continued)

~ Support launch of new programs with cross-collaboration across various departments to keep dealer curriculum up-to-date.

Reporting

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

~ Assist internal audit personnel as needed.

~ Maintain records as required by legal department.

Analysis

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

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

~ Monitor training quality and trends.

Planning & Budget

~ Maintain training budget and manage supplier billings and agreements.

~ 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/Changes Notices for vendors supporting training.

~ Manage annual business plan and associated budget for after-sales training.

~ Final editorial control over training materials that are developed for dealers and the Field.

~ Distribute high level reports to the Field and executive team that assist in improving dealer performance and key business decisions.

Authority

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

Education

Related Experience

~ Five to six years of experience in the automotive industry, of which three years are directly related to after sales

~ Experience in the development of training materials, including Power Point presentations

Skills/Knowledge

~ Strong automotive knowledge of service maintenance and repairs

~ Proficiency in Microsoft Office products

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

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).