Resposibility:

• Encouraging employees to orientate the way they work towards the brand values and to contribute to strengthening the brand
• Achieving brand image, customer delight and customer loyalty by creating positive brand experiences by means of marketing measures that highlight the image of the brand and the quality of the products
• Implementing a comprehensive and sustainable customer care
• Implementing customer care and retention measures and programs
• Fulfilling customers’ wishes and needs while maintaining the process chain and service quality
• Fulfilling customers’ wishes and needs for speedy and appropriate provision of parts and accessories.
• Procuring and using new technologies in accordance with the manufacturer’s recommendations
• Constantly adapting the organization to changes in the service market
• Monitoring compliance with environmental as well as waste and hazardous material disposal regulations
• Implementing IT systems to support customer care processes in Service that are appropriate to the respective target groups.
• Establishing and developing an employee structure adapted to market requirements
• Maintaining quality of work in Service
• Planning the personnel budget annually
• Coaching and training essential skills for service staffs’s in order to adapt to demand of company's improvement
• Implementing regular internal measures to enhance and assure quality in the Service department
• Identifying points that need be adjusted within the service core processes, working out an d implementing effective solutions and thus ensuring a smooth-running process
• Developing strategies and implementing measures to rapidly identify and increase market shares for service, parts and accessories
• Checking the efficacy of marketing strategy implementation and of operative measures with regard to their cost-benefit ratio in the Service department and their promotional effect on vehicle sales
• Analyzing and exploiting market potential through regular observation, analysis and evaluation of customer and competitor behavior in the service market
• Defining quantitative annual targets in agreement with the General Manager on the basis of the strategies
• Analyzing, monitoring and evaluating relevant results in the Service department at defined intervals
• Drawing up the following budget plans: sales plan, turnover plan, personnel plan, investment and expenditure plan, liquidity plan
• Identifying causes in the event of divergence from budget plans and taking and following up appropriate remedial action

REQUIREMENTS

• Bachelor Degree in automotive, engineering pedagogy, Polytechnic or equivalent level of professional training
• Minimum of 8 years’ experience in the Automotive or related industry; at least 5 years of relevant experience in Management
• Good social skills including: Communication and rhetorical skills; Conflict management; Cooperation; and Willingness to learn and change.
• Product knowledge
• Good problem solving skill
• Very good general knowledge, interest in current affairs