Manager, Genesis After-Sales (llinois/Northern Indiana/Missouri)

Responsibilities

• Regularly contact retailers to communicate, implement and administer GMA programs, policies and procedures.
• Monitor and advise retailer and regional management of retailer’s performance/adherence to policies and procedures in such areas of Customer Retention, Parts Sales, Parts Inventory Control, Fixed Operations Training, Warranty Administration, Consumer Affairs, Customer Satisfaction, etc.
• Communicate GMA assigned objectives and work with retailers to ensure progress towards attainment of objectives.
• Provide technical support as required to verify vehicle operating issues, warranty repair procedures and customer concerns.
• Provide feedback to GMA in written reports.
• Monitor retailer performance with respect to the GMA retailer agreement.
• Provide recommendations on operational improvements to Retailer and store managers, which maximize customer retention, customer satisfaction, operational effectiveness, market penetration, and retailer parts and service profitability.
• Ensure consistent training attendance and participation at regional and satellite training classes.
• Work through retailers to implement processes that improve Customer Retention and Customer Satisfaction, manage the resolution of customer complaints within an assigned district.
• Meet with customers as required to resolve concerns.
• Maximize Parts & Accessory Sales in assigned district.