Responsibilities:
1. Service Management Develop and implement plans to enhance the user service experience. Benchmark against competitors to improve the system and capabilities that guarantee service experience within the region.
2. Service Operations Analyze operational data (e.g., workshop visits, production value, customer retention rate) from dealers across various markets. Assist dealers in improving their service operation metrics.
3. Service Marketing Manage the execution of service marketing activities in various markets. Support dealers in increasing service production value and workshop visits, ultimately aiming to enhance customer satisfaction and the service brand image.
4. Service Training Manage the Regional Training Center in Canada. Organize service training programs for dealer personnel and service outlet staff to improve dealers' service management capabilities and the technical repair/service skills of outlet personnel.
5. CRM 5.1. Analyze key CRM metrics for priority dealers, including customer complaint incidence rate and timely resolution/closure rate. Effectively assist dealers in addressing weaknesses and implementing corrective actions to improve customer satisfaction. 5.2. Responsible for the development and management of partnerships with localized customer satisfaction survey suppliers.
6. Team Building Responsibly allocate talent resources. Establish and develop a robust talent pipeline. Build and strengthen the team, enhance workforce productivity (personnel efficiency), and manage the full talent cycle: selection, appointment, development, and retention.
Requirements:
1. English as a working language, French language skill is a plus:
2.More than 5 years of experience in after-sales management for automotive industry service providers;
3.Proficient in using office automation software such as Office, skilled in preparing PowerPoint reports.
4.Strong organizational and coordination skills, adaptability, business negotiation abilities, and resilience under pressure, with a business-oriented mindset.
Service Operations Supervisor/Manage——Toronto，Canada • Toronto, ON, Canada
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