Regional Service Manager (Automotive)
About this position
Responsibilities
• Assist in the implementation, promotion, and administration of GWM directives such as Service Operation Procedures (SOP).
• Evaluate facility standards, physical tools, and equipment maintenance to meet GWM requirements.
• Communicate GWM policies to partners and follow up on their implementation.
• Provide partner feedback and relay their input for AFS function and process improvement.
• Provide service coaching to partner staff on Service Operations to exceed customer satisfaction at all touchpoints.
• Analyze CSI reports and support aftersales partner staff in developing action plans for focus areas.
• Coordinate with GWM HQ and partner support to resolve customer concerns.
• Conduct business analysis and regularly follow up with partners on parts and labor sales, including accessories.
• Implement appropriate actions to ensure partners achieve business targets and service quality goals.
• Coordinate with related departments to ensure partner competency in each role.
• Monitor daily business operations to ensure technical reports are raised properly according to technical support policy.
• Ensure partner claim submissions align with warranty policy.
• Conduct regular and random claim audits.
• Analyze claim reports and coordinate with the quality team.
Requirements
• Bachelor's degree in Business Administration, Engineering, or a related field.
• Minimum of 5 years of experience in After-sales service management in automotive industry.
• Experience in coordinating with multiple stakeholders and managing partner relationships.
• In-depth understanding of Service Operation Procedures (SOP) and customer satisfaction metrics.
• Familiarity with quality assurance and warranty policies.