北京招聘

Objective of job
- Monitor dealer performance in key areas of service and parts department profitability, efficiencies, training, customer handling and management with specific action plans to improve the dealership’s performance in these specific areas with the overall objective of increasing After Sales profits and customer loyalty to the Brand.
- Ensure compliance with National Dealer Standards in all areas.
- Implement the expressed policies and procedures of the brand and of MBCL (i.e. Warranty, Dealer Standards, Parts, etc.).
- Manage all customer correspondence and assist dealer with resolution of customer complaints in an effective and timely manner that maintains the dealer in the process of resolution.
- Develop with dealership management After Sales marketing strategies designed to increase customer service and parts traffic and increase brand awareness in the respective markets.
- Ensure Dealer participation in Corporate provided and sponsored Training (Tech and Non-Technical).
- Follow and promote the Customer Focus & Satisfaction Policies of the company.
- All tasks are to be carried out in accordance with the appropriate procedures and work instructions.

Task designation
1 Perform operational and financial review of Dealer After Sales operation and provide guidance.
2 Actively participate in the development of business plans for each dealership’s after sales areas to ensure that budgets and targets are established and a relevant action initiated to realistically meet targets.
3 Assist dealer after sales management in the analysis of results, and also provide input into developing methods to improve any out of line results.
4 Ensure that each dealership is aware of their training commitment and has developed a training plan for each employee.
5 Monitor warranty statistics from each dealership to highlight any out of line areas compared with state and national averages. Authorise and monitor ex-gratia costs from dealers.
6 Counsel dealership management when required to ensure that dealer standards are consistently met.
7 Ensure that all reporting required by MBCL from the dealership is provided accurately and on a timely basis.
8 Promote the dealerships Service and Parts departments’ activities through involvement with developing appropriate marketing programmes.
9 Ensure dealership compliance with regard to the required tools, diagnostic equipment and communication systems.
10 Carry out warranty performance reviews as required and pass recommendations to Warranty Department.
11 Attend training of both a non-technical and technical nature, as required to maintain skills at the optimum levels.
12 Assist dealerships with the resolution of customer complaints. Manage the closure rate and time taken to satisfactory resolve all customer issues
13 Assist dealerships with facility planning and C.I. issues.
14 Coordinate with Dealer technical assistance on problem vehicles to ensure a timely response from MBCL (when required).
15 Organise regional service and parts manager meeting and co-ordinate technical meeting in conjunction with technical specialist.
16 Carry out other tasks as required and directed from time to time
17 Provide professional and timely customer service to internal and external customers at all times
18 Implement plans and measures to improve dealer CSI scores.

Qualification required
o Skills/Experience/Attributes:
Background in the automotive industry (preferably) with retail experience, excellent oral and written skills with sound problem solving abilities.
Possess a positive, self-motivated outlook coupled with the ability to think analytically.
Tactful and diplomatic.
Computer literate with MS Excel, Word, Access and PowerPoint, e-mail and Web.
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o Specific knowledge:
Working knowledge of retail/wholesales operation. (Specific knowledge of Automobile dealer operations a plus).
Able to understand and interpret financial data.
Ability to develop, implement and follow through on action plans to achieve pre-established objectives.
Customer handling, Time Management and conflict resolution skills.

o Education/Training:
Successful completion of a recognised training course in business management, including a component of financial management.
Completion of a conflict resolution/mediation skills training course.
University degree preferred.

作为一家主营批发业务的合资企业,梅赛德斯-奔驰（中国）汽车销售有限公司负责为中国大陆地区进口梅赛德斯-奔驰轿车系列的几乎全部产品,并在中国管理梅赛德斯-奔驰汽车产品的品牌、销售、服务和分销.同时,梅赛德斯-奔驰（中国）汽车销售有限公司通过梅赛德斯-奔驰（香港）有限公司（戴姆勒的全资子公司,负责香港和澳门的进口梅赛德斯-奔驰轿车和商用车）监管梅赛德斯-奔驰在香港的业务.
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As a joint-venture wholesale company, Mercedes-Benz (China) Ltd (MBCL), imports almost the entire MBC passenger car product line to mainland China, and manages the brand, sales, service and distribution for MBC products in China. MBCL also oversees the Hong Kong operation via Mercedes-Benz Hong Kong Ltd. (a 100% Daimler AG subsidiary), which manages the imported MBC passenger cars and CV for Hong Kong and Macau.
Application Procedure:
This job is regular.
Please send your application to following email: daimler_job@daimler.com