This role focuses on developing and growing the Ford Customer Service Division business by analyzing dealer performance, implementing corrective action plans, and supporting promotions and new products. It also involves improving dealer parts and service operations, maintaining customer satisfaction by monitoring processes and handling complaints, and supporting overall dealer business development.

Service Business Development

Growing the parts & service business to achieve given objectives
Support Ford service promotions/campaigns
New products development and implementation
Identifying poor performing Dealer Parts & Service Department and applying corrective action plans with colleagues and cross-functional when needed
Monitoring program performance of dealers
Collating Market intelligence and performance data

Maintain Service Customer Satisfaction (CS)

Support and monitor dealers in developing action plans for improvement
Monitor the dealer’s integrity of interviewing process

Dealers Parts & Service Business Development

Applying general business principles to enhance Dealer performance
Developing annual dealer Business, action & marketing plans (together with Dealers)
Analyzing and guiding the Dealers parts & service business performance through support from the Dealer Performance Report.
Analyzing corrective action plans for the Dealers Parts & Service Department performance by using Ford's formalized systems
Support new dealer Service & Parts department setup
Implement and monitor new service products/programs in dealers

Customer Complain Handing

Take leads in handling complaints (hot cases) from customers of dealers in charge
Monitor and coach dealers in customer handling process

Dealer Processes

Support DPI Specialist to implement and maintain service processes in dealers

Any other tasks assigned by direct Supervisor or Head of Department based on Business' requirements

Compliance:

Maintain & apply quality control system in working area including but not limited to Service Operating System
Comply with Internal policies, Code of Conduct, procedures of the Company issued from time to time.
Complete all compliance training as required by Corporate Compliance Office.

Education: Bachelor’s degree in Marketing, Economics, Business Administration, Commerce/Trading, Automotive Engineering/Mechanics, or a related field.

Experience: At least 5 years of experience in Marketing, Sales, Service of Automotive industry; Supervisory role experience

Key Skills & Competencies:

Word/Excel, Power Point
Good communication and interpersonal skills (negotiation, coordination, presentation…)
Strong analytical and problem-solving skills
Creative, teamwork, careful and capable of learning new concepts
Good at customer satisfaction-oriented mindset

Ford Vietnam Limited

Latest Jobs

Service Zone Manager