Manager, Genesis After-Sales (DFW/Austin/San Antonio)

WORK MODEL

The Manager, Genesis After-Sales serves as the liaison between Genesis Motor America and the Genesis stores. This person works to improve retailer performance in the areas of customer retention, customer satisfaction, parts and accessory sales and profitability. The role communicates, implements, and assists retailers through programs, policies, and procedures, which develop and promote well-managed, profitable parts and service departments.

• Analyzes retailer parts & service operations, identifies deficiencies and recommends corrective actions to ensure retailers provide proper Genesis brand image while improving retailer profitability.

What You Will Do

Regularly contact retailers to communicate, implement and administer GMA programs, policies and procedures.

• Makes regular contact with retailers to communicate, implement and administer GMA programs, policies and procedures.
• Maintains regular contact with retailers to monitor and advise on retailer performance and adherence to policies and procedures in areas such as Customer Retention, Parts Sales, Parts Inventory Control, Fixed Operations Training, Warranty Administration, Consumer Affairs, Customer Satisfaction, etc.
• Communicates GMA assigned objectives and works with retailers to ensure progress towards attainment of objectives.
• Provides technical support as required to verify vehicle operating issues, warranty repair procedures and customer concerns.
• Provides feedback to GMA in written reports.
• Makes regular contact with retailers to monitor retailer performance with respect to the GMA retailer agreement.
• Provides recommendations on operational improvements to retailers and store managers, which maximize customer retention, customer satisfaction, operational effectiveness, market penetration, and retailer parts and service profitability.
• Ensures consistent training attendance and participation at regional and satellite training classes.
• Works through retailers to implement processes that improve Customer Retention and Customer Satisfaction, manage the resolution of customer complaints within an assigned district.
• Meets with customers as required to resolve concerns.
• Maximizes Parts & Accessory Sales in assigned district.
• Administers GMA Goodwill funds to improve Customer Satisfaction and increase re-purchase intent.
• Represents Genesis Motor America in Better Business Bureau, State Lemon Law cases; assists corporate attorneys in developing the company's case and position.
• Identifies areas of deficiencies in the Parts and Service departments and makes reasonable suggestions for corrective action.
• Analyzes technical concerns as needed and authorizes repairs within Genesis policies and procedures for both warranty and goodwill expenses.
• Evaluates situations involving customer disputes/concerns and approves the appropriate level of financial assistance to resolve the concern in the best interest of both the customer and Genesis Motor America.

What You Will Bring To The Role

• Must be a high school graduate.
• Bachelor’s degree preferred.
• Five to seven years of experience of which at least three years of directly related wholesale experience in automotive.
• Retail experience a plus.
• Industry Knowledge – Automotive Retail.
• Demonstrates a sound understanding of automotive dealer sales/service/parts operations and financial services; uses knowledge and experience to improve operational performance.
• Strong written and oral communication skills, competent PC user, Proficient in the use of Windows based software applications including Microsoft Excel, Word, Power Point.
• Problem Solving: Uses qualitative and quantitative analytical skills to solve difficult problems; suggests and tests well-reasoned solutions.
• Customer Service Skills: Seeks to understand customer needs and expectations; understands the customer’s position, develops and implements solutions to meet the customer needs; looks for opportunities to become involved.
• Business and Financial Literacy: Demonstrates sound fundamental understanding of business concepts that impact the success and profitability of the organization; understands the implications of key financial indicators; uses financial information to assess the impact or viability of alternative actions.
• Organizational/Planning Skills: Able to apply the methods used to control multiple projects including documentation, prioritizing, tracking, follow-up, and follow-through.
• Negotiation/Problem Resolution Skills: Builds relationships demonstrates integrity and trustworthiness brings conflicts and disagreements into the open and effectively negotiates a resolution; is persuasive and thinks well in impromptu situations. Maintains stability of performance under pressure; reacts well to emergencies; maintains positive composure and confidence in adverse situations.
• Performance/Results Focused: Drives for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles tracks and prioritizes work; sets high standards of performance; pursues aggressive goals and works hard to achieve them; maintains stability of performance under pressure.
• Driver’s license and good driving record required to drive a company car.

What Hyundai Can Offer You

• Compensation Range: $80,000 - $120,000 annual base salary.
• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance).
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Vacation and sick time off.
• Healthcare insurance (medical, dental, and vision).
• 401(K) company match.
• Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution.
• Basic life insurance, short- and long-term disability.
• Mental health, wellbeing, and employee assistance program.
• Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits).

What Happens Next

Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our hiring process please visit our How We Hire page.

Other Details

• Physical requirements: Normal office duties. Extensive overnight travel required.