District Service Managers are the direct interface with large / major impact Mazda dealers responsible for developing a lean culture of continuous improvement in dealer service and parts operations. Responsible for resolving customer concerns, implementing lean techniques to improve shop management, improving FIRTFT, customer satisfaction, service and technical training, and warranty costs at Mazda dealers within their district. They are also responsible for generating Mazda and dealer revenue and profits through the sales of dealer service labor, OEM parts, and dealer and port installed OEM accessories. District Service Managers manage these activities through retail and wholesale initiatives utilizing data and trend analysis. The ultimate goal of a District Service Manager is improved service retention and repurchase intent through the development of a superior Mazda ownership experience.
• Make recommendations and provide consultation to dealers to drive increased service traffic and increased wholesale parts and accessory business.
• Assist in the development and execution of marketing messages and in dealer merchandising.
• Support and implement national service and parts marketing plans and initiatives.
• Ensure the effective use of After Warranty Assistance (AWA) to enhance customer loyalty and resolve technical concerns.
• Develop effective relationships with volume / major impact Mazda dealers (dealer principal, general manager, service manager) to advance their service and parts operations business resulting in higher customer satisfaction, service retention and profitability.
• Analyze dealer fixed operations with a focus on lean process development while determining opportunities for improved dealer profitability and creating an environment conducive to a superior ownership experience.
• Review Quick Touch scores/trends, identify gaps and recommend implementation of best practices, sustainment and follow up.
Customer Satisfaction Handling
• Assist volume / major impact dealer with the resolve customer concerns and represent Mazda in lemon law hearings, arbitrations, and other legal matters.
• Integrate and support national field and technical operations initiatives, e.g., Mazda Quality Service Commitment, Mazda Quick Touch, Service Smarts, FIRTFT, Full-Circle, Service Retention, Warranty Cost Reduction etc.
• Assist dealer with the resolution of parts procurement & credit claims concerns.
(The preceding functions have been provided as examples of the types of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.)
Qualifications and Other Requirements:
Education (Minimum) Bachelor’s degree or equivalent experience
Minimum of four to six years' experience with a dealership service operation-either in a retail or wholesale relationship. Familiarity and understanding of automotive technical theory and systems is required.
Valid Driver's License for state of residence (required )
Demonstrated ability to improve customer satisfaction and owner loyalty in an automotive environment. Understanding of lean principles, service shop management, automotive technical theory and systems, and effective parts inventory management. Ability to influence others and build effective business relationships.
-Ability to resolve customer concerns of both a technical and non-technical nature
-Ability to achieve sales goals through the influence of others
-Ability to identify waste in value streams and implement lean techniques
-Ability to perform process assessments, facilitates the creation of process improvements and action plans, and sustains process improvements.
-Ability to support multiple projects at one time is essential
-Strong negotiation skills
-Excellent written, verbal, and presentation skills
-Ability to work in a team and provide significant contribution event though direct responsibilities may not be clearly defined.
Mazda North America - 13 months ago