Service Zone Manager

ABOUT USAt 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 serviceAdditionally: 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 dealers3. 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 updates6. New Vehicle Sales support- Sale of MVI at showroom- Accessories sales during new vehicle sales7. 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' requirementsII. 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.