Service Zone Manager

ABOUT US
At Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrow’s transportation.
DETAILED ACTIVITIES:
I. General duties:
Support and train dealers to: set objectives; develop objective achievement roadmap then monitor, track, enhance and improve dealers’ performance in all the below:
1. Customer Satisfaction
 Customer View Point/ FIRFT (Fixed it right at first time) Scores
 Customer Experience Initiatives (Service Convenience initiatives, Ford Pass activation, (L4L. PUD, Express Service, Mobile Services, Online service booking, Video checking)
 Customer Concern Resolution & Prevention (Customer Request Center, Customer complaint (hot cases))
 Ford Guest Experience Sustenance
 Dealer’s integrity of interviewing process.
2. Business Growth
 Traffic & Retention
 Commodities
 Parts Revenue
 Extended Service Business in service
Additionally: to provide supports in:
 Ford service promotions/campaigns and new products development and implementation
 Market intelligence and performance data collection
 New dealer Service & Parts department setup
 New service products/programs implementation in dealers
3. Dealer Process
 Opportunity Management Service Reminder, Tactical campaign, Ford Service Assistant)
 Process Audit (Repair Order Audit, Parts stocking, Workshop scheduling, vehicle delivery)
 Dealer processes implementation & adherence (Ford Guest Experience/ Pre-Delivery Inspection / Customer View Point/ Vehicle Off Road)
4. Training & Capacity
 Dealer Manpower Planning, Availability & Training
 Installed Capacity (bays, equipment, tools)
5. Vehicle Uptime
 Repair Order process management, escalations, dealer view updates
6. New Vehicle Sales support
 Sale of MVI at showroom
 Accessories sales during new vehicle sales
7. Others
 Dealer Business Plan Review & Commercial Terms; Dealer Profitability review & discussion
 Management Action Meeting (With Dealer Principal/ CEO)
 Reports/ Key Metrics generation
 Any other tasks as assigned by direct Supervisor or Head of Department based on business' requirements
II. Compliance:
• Maintain & apply quality control system in working area including but not limited to Service Operating System
• Comply with Internal policies, Code of Conduct, procedures of the Company issued from time to time.
• Complete all compliance trainings as required by Corporate Compliance Office.

Fixed 13th month salary and annual incentive bonus
,#Mobile allowance
,#Job car for business and family usage

An Toàn Lao Động, Safety and Compliance Management, Safety Management, English, HSE