District Parts & Service Manager (Level DOE)

Job Information

The District Parts & Service Manager (DPSM) is dedicated to enhancing dealership operations and achieving high levels of customer satisfaction within the assigned district. This role requires a comprehensive understanding of market dynamics, customer demographics, and competitive landscapes. Key responsibilities include managing daily operational activities, fostering quality service experiences, and actively promoting parts and service programs.

Role & Responsibility

• District Management:
• Develop an understanding of the assigned District, including market potential, customer demographics, and competitive awareness.
• Collaborate with dealerships to ensure quality experiences at all operational levels, fostering high customer satisfaction.
• Build and maintain relationships throughout the dealer organization to achieve common goals and objectives.
• Manage day-to-day activities, plans, goals, and financial resources.
• Communicate customer and dealer needs effectively to relevant departments.
• Contribute to the development of annual district strategies and individual dealer plans to support business objectives.
• Drive district parts sales and effective stocking behaviors to meet Annual Operating Plan (AOP) targets through proactive dealer engagement.
• Promote parts and service programs at dealerships to ensure comprehensive knowledge of company policies and procedures.
• Advise dealership staff on service and maintenance practices for contracted products, enhancing service quality.
• Support potential new dealerships in establishing their parts/service departments and assist in evaluating their capabilities.
• Provide assistance during dealer termination processes as needed
• Dealer Communication and Accountability:
• Support dealer performance through daily interactions, quarterly Parts/Service reviews, and action plan meetings.
• Aid in creating actionable plans to encourage buy-in from dealer principals, parts managers, and service managers.
• Ensure execution of action plan items to uphold compliance and drive continuous improvement.
• Customer Service:
• Engage jointly with the dealer and dissatisfied customers to efficiently resolve complaints, ensuring timely responses and follow-ups on resolutions and satisfaction surveys.
• Provide technical resources during challenging situations, demonstrating a commitment to excellent customer service.

Job Requirement

• Preferred: Bachelor's degree in a relevant field; candidates with an Associate's degree or equivalent education combined with extensive relevant experience will also be considered.
• 2-7 years of experience in parts and service management, operations management, or customer support within relevant industries.
• Strong verbal and written communication skills for effective exchanges with dealers and customers.
• Proactive engagement skills to build and maintain relationships based on trust and reliability.
• Understanding of mechanical principles and equipment troubleshooting skills for effective dealer support.
• Proficient in using performance data to promote accountability and implement positive changes within dealer operations.
• Strong organizational skills to balance travel commitments and remote work tasks while meeting deadlines.
• Ability to influence and motivate dealers and colleagues toward shared objectives.
• Experience in team meetings and presenting ideas clearly to foster engagement.
• Positive and constructive attitude when approaching challenges, focusing on identifying actionable solutions.
• Required to travel 50-75% of the time within the assigned District, including occasional air travel, with a clean driving record and valid driver’s license.

Benefits

• Medical, dental, vision, prescription, 401(k) match, short & long term disability, health & flexible spending accounts, employee assistance program, life & AD&D insurance, military and jury duty differential pay, tuition reimbursement program, work flex policy, equipment rental program, paid volunteer opportunities, community non-profit donation match, along with paid vacation, holiday, sick, bereavement and parental leave.

Pay

The salary range for this position is Minimum Pay: $79,650 - Maximum Pay: $97,350 depending on experience and other factors.