北京招聘

Purpose of the Position:
?Provide national market view to strategic After sales activities.
?Lead field force to drive and follow up all dealer After sales annual business plan and development;
?Drive national fulfillment of all dealer performance measurements;
?Ensure all customer issues handled via proper channel and process

Department:Customer Service

Key responsibilities:
1.Customer satisfaction
?Set up CSI annual target per dealer with field team;
?Support field team on key dealer service process improvement;
?Assess dealer's service manager qualification and performance when a replacement occurs;
?Coordinate and support major customer complaints handling at national level.
2.Dealer aftersales business development
?Drives and develop dealer aftersales parts business with field team;
?Optimize dealer operative business of workshop efficiency, dealer customer care strategy and competence development;
?Dealer management in respect to processes in Service, Parts & Warranty including Body & Paint;
?Ensure proper implementation and achievement of brand's seasonal activities target at national level.
3.Dealer performance measurement
?Monitor, drive and follow up national performance level in non-business annual targets;
?Organize and coordinate regular dealer meeting activities;
?Monitor and approve dealer incentives according to policies.
4.Appointment of new Dealers
?Coordinate the assessment of after sales suitability and readiness of a prospective new dealer to become a Volvo authorized repairer;
?Plan After sales facilities and infrastructure with field team during new dealer preparation stage;
?Offer advice in planning stage of new Dealerships or the renovation of existing sites.
5.Other assigned tasks and projects.

Key Performance Measurement:
?National overall score of CSI in CfL
?National Parts annual targets fulfillment
?National dealer standard fulfillment

Academic Qualifications Required:Education: Bachelor degree

Experience Required:
?5-year automotive dealer management or relevant experience in premium segment;
?College degree in automotive engineering or business-related major;
?CET-6/TEM-4 or equivalent oral and written English level;
?Professional appearance and personality to deal directly with dealers and be a representative for the brand to customers if necessary;
?Self-motivated and committed to the compliance with corporate integrity;
?Expert in customer service process and customer satisfaction;
?Extensive understanding of automotive franchising daily business;
?Team player and be able to work under pressure with high travel frequency;
?Proficient with Microsoft office & other common computer applications;
?Good knowledge level of Volvo on commercial/technical systems is a strong plus.

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