Area After Sales Manager, Western Region

Volkswagen AG

8d•$111,000 - $155,000•Remote

About The Position

This position is a career level 20P and is located in the Pacific Northwest with a role classification of Fully Remote. The primary goals are to ensure customers receive a premium service experience, drive retail parts and accessory sales and service loyalty to achieve Area objectives, and provide After Sales consulting services for process improvement in the dealerships.

Requirements

Min 7 years of experience
Bachelor’s degree in business, automotive, related field preferred or equivalent work experience.
Resource and program management
Strong written and oral communication skills
Ability to multi-task
Proficient in Microsoft Office Suite
Automotive or related field, or equivalent experience in service operations
Strong written and oral communication skills

Responsibilities

Advocate for the customer and the Dealer while at the same time protecting the interests of Audi of America and preserving the brand standards as it relates to customer experience.
Ensure Dealers have proper service equipment, tools and capacity in place.
Monitor for compliance with training and certification requirements of after sales personnel.
Provide counsel, guidance and assistance to the dealers on vehicle repair strategy and buyback prevention.
Ensure customer relations cases are resolved, including becoming involved with trade assistance and mediation/ arbitration situations.
Counsel and advise dealers on goodwill decisions, coordinate the execution of goodwill and monitor costs.
Monitor for dealer compliance with Audi processes and procedures, providing training and counsel when needed.
Counsel and advise dealer on warranty processes and actively control warranty costs.
Ensure Dealers have an optimum Audi parts inventory, sufficient for high fill rate from shelf stock.
Drive wholesale, retail, internal, tire and accessory parts business.
Assist the Dealers in fully utilizing Audi parts and service sales and marketing programs.
Serve as the subject matter expert for answers to Dealer questions on after sales topics, insuring that you are accessible when needed and follow-up on outstanding topics.
Monitor dealership KPI objectives and review performance with dealership management.
Serve as a consultant, identifying after sales problems and working with the dealership management team to develop creative and innovative solutions to any problems and develop action plans to then implement those solutions.
Support implementation of process improvements.
Collaborate with the area team and regional management to ensure dealers meet Audi standards requirements.