The Service Zone Manager (ZM) is the main contact person of the dealers regarding Overall Service Operations. He/she acts as a service consultant to the dealers for continuous improvement of the service operations. The ZM is responsible to deliver FGP Parts Revenue and Customer Satisfaction targets.

Candidate Specification:

Education Qualification: Graduate of Business Management, Engineering or any related course No. of Years of Experience: At least 5 to 8 years of experience in Dealership Service Zone Operations Other Requirements: Work experience in the fields of after sales operations, business management or service operations preferably in automotive aftersales service

Key Roles and Responsibilities:

Deliver overall service profitability of the dealer network through implementation of standard service processes, retail and wholesale programs and customer satisfaction programs. Work with the Customer Experience Specialist and Ford Academy in the implementation and sustainment of the Quality Care Process at the dealerships. Timely roll out and installation of regional/ASEAN programs at the dealerships (I.e. Express Service, Loaner Vehicle Program, etc.) Timely cascade of all pertinent information (i.e. FGP Dealer Bulletins, Retail and Wholesale programs, FSAs, SSMs, TSBs, Parts Pricing, etc. ) to dealer principals, service managers, service advisors, DCRC team and parts team. Assist dealers in the preparation of the annual business plans to be aligned with FGP’s business plan and closely work with dealers to deliver and achieve the targets. Ensure new dealers’ 100% compliance and readiness to operate at time of launch. Conduct monthly dealer service audits and discuss with the dealer principals highlights of the results for improvement and sustainment. Work with SEO Team in managing dealer warranty claims to achieve targets set for Warranty Spend per unit Work closely with FGP Field Service Engineers for timely resolution of customer concerns. Provide regular pocket trainings for key service dealer personnel to help improve knowledge and skills.