Genesis Aftersales Manager - Charleston, United States - MSX International

Description

Job Description

Job Description

Day to Day Responsibilities

· Regularly contact retailers to communicate, implement and administer GMA programs, policies and procedures.

· Monitor and advise retailer and regional management of retailer's performance/adherence to policies and procedures in such areas of Customer Retention, Parts Sales, Parts Inventory Control, Fixed Operations Training, Warranty Administration, Consumer Affairs, Customer Satisfaction, etc.

· Communicate GMA assigned objectives and work with retailers to ensure progress towards attainment of objectives.

· Provide technical support as required to verify vehicle operating issues, warranty repair procedures and customer concerns.

· Provide feedback to GMA in written reports.

· Monitor retailer performance with respect to the GMA retailer agreement.

· Provide recommendations on operational improvements to Retailer and store managers, which maximize customer retention, customer satisfaction, operational effectiveness, market penetration, and retailer parts and service profitability.

· Ensure consistent training attendance and participation at regional and satellite training classes.

· Work through retailers to implement processes that improve Customer Retention and Customer Satisfaction, manage the resolution of customer complaints within an assigned district.

· Meet with customers as required to resolve concerns.

· Maximize Parts & Accessory Sales in assigned district.

· Administer GMA Goodwill funds to improve Customer Satisfaction and increase re-purchase intent.

· Represent Genesis Motor America in Better Business Bureau, State Lemon Law cases; assist corporate attorneys in developing the company's case and position.

· Special projects and assignments.

· Extensive overnight travel required.

· Quickly identify areas of deficiencies in the Parts and Service departments and make reasonable suggestions for corrective action.

· Analyze technical concerns as needed and authorize repairs within Genesis policies and procedures for both warranty and goodwill expenses.

· Authorize discretionary spending for parts expenses that fall into a goodwill type of situation.

· Evaluate situations involving customer disputes/concerns and approve the appropriate level of financial assistance to resolve the concern in the best interest of both the customer and Genesis Motor America.

• Weekend hours possible for reporting and dealer communications.
• Onsite dealer visits minimum twice per month-Travel required 90%.

Company DescriptionWe are MSX International – a leading, global provider of technology-enabled business process outsourcing (BPO) services to automotive manufacturers. For more than 25 years, MSX International has worked closely with vehicle manufacturers around the world. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce cost, while enhancing operational efficiency and customer satisfaction. Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

Company Description

We are MSX International – a leading, global provider of technology-enabled business process outsourcing (BPO) services to automotive manufacturers. For more than 25 years, MSX International has worked closely with vehicle manufacturers around the world. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce cost, while enhancing operational efficiency and customer satisfaction. Our goal is to help our customers reach their full potential and to excel as their global partner of choice.