Senior Manager, Service Learning Performance

Location

Purpose

~ Provides leadership and direction over the Service Department's efforts to deliver training for all dealership Service Consultants, Service Managers, Cashiers, and HMA's regional field service staff.

~ Provides in-dealer consulting to improve dealer service systems and business processes for increased customer satisfaction, service owner retention and dealer profitability.

Major Responsibilities

~ Create and administer the necessary training required for dealer Service Consultants, Service Managers, and Cashiers so Hyundai dealerships can deliver world-class customer service to Hyundai retail customers. These duties including consulting on curriculum design, management and evaluation of Instructor Lead Training Facilitators, scheduling of classes nationwide, administering attendance and monitoring progress, providing management with various reports to stay abreast of all relevant activities.

~ Plan and oversee the annual Regional and National Service Advisor Championship Competition event activities. Train and support HMA National representatives in preparation for biannual Global Service Advisor Championship competition.

~ Work with all Parts/Service Department managers and regional managers to assure coordination and integration of HMA field facing initiatives and programs into all Service Retail Learning and Performance curriculum associated with dealership service owner retention, profitability improvement and customer pay performance enhancements (i.e., Dealer Performance Measurement System, Xtime, ServiceSmarts, Owner Direct Marketing, Express Service, Hyundai Owner Loyalty Program, Tire Program, Drop Ship Program, Service Merchandising, etc.).

~ Maintain OnTrack learning portal ability to facilitate individual dealerships' Fixed Operations action plans and to facilitate delivery of dealership Service Manager and Service Consultant On-Boarding.

~ Measure and monitor dealership Fixed Operations personnel turnover and pursue effective remedies to reduce turnover rate.

~ Oversee development of assets for, and manage deployment of, the Hyundai Service Information Portal to 100% of Hyundai dealerships.

Major Responsibilities (continued)

~ Administer Hyundai Learning Management System.

~ Oversee the training needs of the field service staff, specifically the District Parts and Service Managers (DPSM) position as it has the most turn over and headcount. Training involves ad hoc classes for new products and continuing education on basic field traveler requirements.

~ Oversee the implementation of an in-dealership service consulting program to increase customer satisfaction, service owner retention and dealership profitability. Key activities include working with the Regions to identify target dealers and monitor progress, providing management with various reports to stay abreast of all relevant activities and evaluate the vendor(s) progress. Additionally, supports Regions to provide dealers with clinics and/or walk around competitions.

~ Develop an operating budget annually and quarterly provide feedback on expenses vs. the allotted budget. Submit and annual Department Business Plan with updates quarterly.

~ Manage staff, effectively coach, counsel, and develop staff. Utilize the diverse talents of the staff by efficiently managing staff's time, materials and budget while focusing on the goals and vision of the company.

Authority

~ Responsible for the management of direct reports: conduct regular performance evaluations; develop employee business focus and plans; approval of time off, training, expense reporting, and miscellaneous

spending; recommend hiring/firing decisions with the assistance of Human Resources and department management.

~ Approve and oversee all program and vendor activities within the Service Retail Learning and Performance Development department; review/approve all purchasing, contracts, budget, and billing services for vendor programs.

~ Partner with HMA's Purchasing and Legal Departments to ensure department and vendor operations remain within the best financial, economical, and intellectual interest of the company.

~ Monitor and review the effectiveness of current programs, making revisions where and when necessary to continually improve the level of service and/or product provided.

~ Act in the best financial interest of HMA while providing the highest level of support to HMA's dealer partners through the products and services offered by the Service Business Development area.

~ Serve as budget coordinator for all Customer Satisfaction and Service Business Development cost centers working with Managers and staff to conduct monthly and quarterly budget reviews; also support development and submission of annual Department expense budget request.

Education

Related Experience

~ Eight years of experience

of which at least five years of directly related experience in automotive fixed operations.

~ Two to three years of supervisory experience or automotive consultant experience desired.

~ Fixed operations retail experience desired.

Skills/Knowledge

~ Automotive competencies, including Retail Service & Parts Operations,

Marketing and Merchandising,  Business Process Improvement;

Technical knowledge a plus.

~ Thorough knowledge of dealership financial statement and understanding of fixed operations KPIs.

~ Excellent PC abilities including Excel, Word and PowerPoint or their equivalents in order to create documents and presentations needed by upper management.

~ Strong ability to present publicly to groups of 20 or greater.

Certification Required

~ None

Physical Requirements

Work Model

Compensation

Affilate

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).