I. Summary Description (purpose of the job and its overall contributions to company goals)
Provide leadership and motivation to dealer technical and service network. Manage service network for the full service and technical operation. Interact with customers and distributors to resolve issues, sponsor projects, provide technical support, and build relationships.
Support product engineering activities and technical process support management, establishing best practices, metrics and systems to efficiently track instruments status, campaign and field activities, and customer satisfaction. Ensure compliance with relevant Environment Health & Safety Rules and Regulations for safety of all field service personnel.
II. Primary Responsibilities (key areas of responsibilities in details; sales operations)
· Guiding dealerships on how to achieve targets i.e. Service throughout, Genuine Parts Sales, Genuine Accessory Sales, CSI, Mystery Repair, Classiche applications, Extended and Power Warranty, Ferrari Approved Certified Pre-owned units, Service retention and other KPIs related to aftersales.
· Monitoring the value and quantity of parts and accessories stocked at dealerships;
· Monitoring and analyzing the aftersales part of dealership composite report and feedback to dealerships for improvement.
· Ensure that dealership meet the requirements in the Dealership Operation Standard (DOS) and conduct auditing when visiting dealerships.
· Ensure adherence to company policy and drive diagnostic repair process improvement to increase Right First Time Fix rate in order to reach HPPS (internal system to track vehicle throughput duration at workshops) targets.
· Review CSI results relating to repair, right first time fix and quality of work and develop an action plan to improve scores.
· Ensure the correct type of special and diagnostic tools are available in the market in line with published dealer standards.
· Monitor vehicles off road and work in progress and ensure there is a timely fix escalation process in place.
· Provide support to the dealer to ensure there is a robust training plan to develop their technical staff competency (technicians and workshop controllers) and the plan is adhered to company minimum standards.
· Monitor, coach and install best practice regarding the quality and quantity of ROL submissions (Red on Line, priority technical support alert request) which feed product improvement action at HQ side.
· Conduct a review of the warranty parts scrappage process and ensure compliance with the warranty policy and procedure manual.
· Review the organization of the workshop including the workshop loading and workflow processes, the clarity of the job card work instructions and the organizational information flows. Report out and devise action plans for process issues impacting turn around and lead time for service and repair.
· Conduct random quality checks on repaired vehicles prior to customer handover to evaluate the robustness of the dealer quality control process;
· Monitor the completion rate of all field actions and ensure a dealer process to rework all vehicles exists and is applied;
· Review the quality of the Job card in relation to the information recorded by the service advisor and the technicians as part of their write-up. Provide the necessary level of coaching to improve the quality where necessary;
· Provide support to the Technical Manager by understanding the current number of open and aged cases. Liaise with the HQ ROL team to provide support and assistance where necessary to reach case resolution. Act as the escalation point for ROL to overcome issues with dealer/importer aged case process;
· Provide support the dealers in the management of specific customer complaints as and when required.
· Promote high quality and adequate quantity market information to manufacture for quality improvement and quick market solutions to fulfil requirements. Appropriate handling on safety related issue by providing vehicle investigation, reporting investigation result to manufacture and/or involved authorities.
· Provide support at the race track in case of Challenge series and or other Ferrari driving events
III. Qualifications (Experience, Knowledge, Skills, and Abilities) Required
· Bachelor’s Degree in Business Management, International Trade or other related field;
· 5-8 years working experience in an international work environment, with luxury and/or auto industry experience; preference for experience gained abroad
· Proven experience and/or understanding of the retail environment
· Excellent interpersonal and communications skills and able to interact effectively with business owners, operative dealer staff, and customers
· High level of flexibility towards changing demands and priorities, but with a structured approach in managing them
· Able to plan, develop, and drive business development projects forward to a defined schedule
· Self-motivated, devoted and proactive, with a strong leadership and team spirit
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