Regional Service Manager

Job responsibilities :

Partner Store Service Management Standard

1. Assist in the implementation, promotion, and administration of GWM directives such as Service Operation Procedures (SOP).
2. Evaluate facility standards, physical tools, and equipment maintenance to meet GWM requirements.
3. Communicate GWM policies to partners and follow up on their implementation.
4. Provide partner feedback and relay their input for AFS function and process improvement.

Customer Satisfaction

1. Provide service coaching to partner staff on Service Operations to exceed customer satisfaction at all touchpoints.
2. Analyze CSI reports and support aftersales partner staff in developing action plans for focus areas.
3. Coordinate with GWM HQ and partner support to resolve customer concerns.

Business Plan & Service Quality Governance

1. Conduct business analysis and regularly follow up with partners on parts and labor sales, including accessories.
2. Implement appropriate actions to ensure partners achieve business targets and service quality goals.
3. Coordinate with related departments to ensure partner competency in each role.

Quality and Warranty Support

1. Monitor daily business operations to ensure technical reports are raised properly according to technical support policy.
2. Ensure partner claim submissions align with warranty policy.
3. Conduct regular and random claim audits.
4. Analyze claim reports and coordinate with the quality team.

Qualification :

1. Bachelor's degree in Business Administration, Engineering, or a related field.
2. Minimum of 5 years of experience in After-sales service management in automotive industry.
3. Experience in coordinating with multiple stakeholders and managing partner relationships.
4. In-depth understanding of Service Operation Procedures (SOP) and customer satisfaction metrics.
5. Familiarity with quality assurance and warranty policies.