Manager, Img Apdm Fcsd Regional Aftersales

**_IMG - International Markets Group e.g. Australia & New Zealand, India, South Africa, Thailand, emerging and Asia Pacific Distributor Market (APDM) _**

**_FCSD - Ford Customer Service Division (Parts & Services / Aftersales) _**
- Develop a business plan and set key objectives to support APDM FCSD Revenue, Customer Satisfaction and EBIT Objectives
Consults and coaches FCSD Zone Managers for achieving FCSD business goals.
- Monitor distributor's Parts performance report daily basis.
- Develop, implement, monitor and raise the bar on any non-performing Distributor through implementation of corrective action plans.
- Grow Distributors Retail and Wholesale business through targeted initiatives and campaigns
- Support Distributors with regards to profitability and business development to grow operations for aftersales.
- Work with Zone Managers and key Distributors to develop & implement effective parts management process and monitor the results.
- Encourage to utilize Ford Standard Service/Quality Care Processes, promote them through marketing events.
- Review the OneCX report with ZMs & distributors and assist to develop action plans for improvement. Scaling of various Customer Convenience initiatives for long and short-term business growth
- Meet or exceed the various Distributors customer satisfaction targets, including but not limited to Net Promotor Score, Customer Experience Index, Fixed Right First Time and Vehicle Off Road
- Perform analysis for customer needs and develop action plans and install recommended service process.
- Assist Service Zone Managers and Distributors to develop training planner and share APDM training plan & strategies.
- Set up non-technical training plans with ASEAN and Market Rep.
- Review warranty claims periodically and work with GBS warranty team for ensuring distributor compliance with Warranty and Policy administration requirements.
- Encourage distributors to utilize online resources and monitor the utilization
- Achieve retention objective through delivering retention growth in various vehicle age categories identified as business priorities
- Develop, implement, monitor and raise the bar on any non-performing Dealers through implementation of corrective action plans
- Grow vehicle personalization or accessories business

**Business management**
- Support onboarding of any new Distributor onto new systems, integration and associated processes through collaboration with various stakeholders on implementation is issue resolution.
- Guard the Ford Brand image in accordance with Company policy requirements input as per Market Rep plan.
- Distributor parts and service staff levels (review/advice and counsel)

**Compliance**
- Ensure compliance and adherence to all aftersales systems, policies and procedures
- Degree or National Diploma in a relevant field (business management, marketing, communications, engineering)
- At least 5 years’ experience as a service / aftersales zone manager or equivalent position within automotive industry.
- Strong project management skills and ability to work under compressed timing schedules.
- Experience working with Dealers and Distributors.
- Strong leadership skills and proven ability to successfully achieve objectives.
- High energy, self-starter, with ability and desire to take responsibility and deliver results with mínimal supervision.
- Ability to work within a very diverse (culturally and functionally) environment.
- Flexible and able to travel international and meet with distributors management for business review periodically.
- Ability to understand complex issues and offer creative solutions.
- High integrity with good attitude and excellent communication skills.
- (Please JD above) _

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