Service Manager 164 views

1. Business and profit planning as well as representation of Service and Logistics •Define a vision and derive strategic and operative objectives. •Develop appropriate performance indicators for Service and Logistics derived from the corporate strategy in coordination with Management as well as neighboring departments. •Create binding investment, cost, sales and profit plans based on strategic and operational goals, taking into account the overall value chain (such as market share for Service and Parts, volume planning for Parts and Accessories and vehicle throughput). •Monitor and manage Service and Logistics by means of consistent observation and analysis of key figures. •Regularly check goals and measures and derive and ensure the implementation of appropriate corrective measures if necessary. •Ensure that vehicle hand-over is done according to distributor standards. •Ensure that the customer is introduced to the After-Sales department. 2. Service & Parts market development •Ensure systematic and cross­divisional service and parts market development within Service and Logistics. •Creation of marketing plans for Service and Logistics. •Develop marketing measures for customer loyalty and acquisition. •Implement available marketing measures for sales support. •Sustain the effectiveness of marketing measures and communicate to the entire executive management team. 3. Control of Service and Logistics processes and quality assurance •Develop, communicate and monitor quality targets and process standards given the manufacturer’s specifications. •Ensure consistent quality of work, processes, repairs, and advisory service. •Plan and optimize work processes as well as their interfaces, with the aim of the best possible customer support. •Identify and control the relevant drivers as well as develop and consistently implement measures, with the aim of continuous retention and improvement of customer satisfaction (CSI). •Ensure consistent customer relations management (CRM) across divisions and sales stages.