JOB SUMMARY:

Functions as liaison between the dealership, region, and national headquarters ensuring the highest standard of assistance to dealers, customers, and assigned accounts. Consistently reviews and tracks service and parts dealer standards with assigned dealers to ensure continuous growth and customer satisfaction. Identifies, develops, and implements solutions to customer and product issues. Applies appropriate policies and procedures to ensure customer retention and effective use of company resources. Identifies, documents, and communicates product quality issues with dealers and customers to support Isuzu’s high level of quality, dependability, and uptime. The position will be located in the New England area.

PRINCIPAL DUTIES & RESPONSIBILITIES:

% of time spent on each activity

40%

1. Promotes the sale and marketing of Isuzu service and parts to meet dealer and corporate objectives. This includes but is not limited to working with dealers' service departments, independent repair shops (IRS), and fleet accounts. Develops marketing strategies with dealers to increase potential parts sales and encourages usage of parts and service co-op to develop strategies.

25%

2. Supports the lifecycle business process by routinely reviewing dealership’s service process flow management, technical and management abilities, service intake objectives, vehicle uptime priorities, KPIs, etc. Recommends and reviews appropriate actions to improve areas of concern with dealership executive and service management. Works jointly with Lifecycle Business Manager during in depth review process.

20%

3. Builds customer satisfaction by working on vehicle uptime priority and general customer satisfaction cooperatively with dealer staff, local IRS, and fleet operators. This includes but is not limited to actively engaging Vehicle Down Report (VDR) or similar processes, customer assistance (CAS) needs, and general requirements from dealers and customers.

15%

4. Provides administrative and review functions required by dealership, region, and corporate, related to dealer contact reports, warranty processes, lifecycle and technical training, support to TAC and product engineering, etc. Assists dealers in developing solutions to meet requirements of all parties while keeping the customer top priority. Supports regional and corporate activities to increase the Isuzu brand.

5. Performs miscellaneous job-related duties as assigned.

ORGANIZATIONAL RELATIONSHIPS:

• Reports to: Manager, Regional Fixed Operations

EDUCATION, EXPERIENCE & TRAINING:

• Bachelors degree in Business, Automotive, or Mechanical Engineering, or equivalent directly related work experience
• Minimum three years experience working for a domestic manufacturer, import distributor, or new vehicle dealership
• Previous experience as an automotive truck technician and/or dealer service and parts operations desirable

KNOWLEDGE:

• Thorough understanding of on-highway vehicle mechanical and electrical principals
• Solid knowledge of automotive/truck terminology and operations
• Knowledge of modern diesel and gasoline vehicle systems
• Knowledge of dealership fixed operations

SKILLS & ABILITIES:

• Proficient in Microsoft Office applications and with SMART communication technology
• Very strong verbal and written communication and presentation skills
• Ability to be productive and self-motivated
• Ability to work independently while meeting objectives and expected results
• Outstanding time management skills and marketing strategies

PHYSICAL STANDARDS:

The employee must be able to access, enter, and retrieve data using a computer or smart phone. This is primarily a traveling position in a mobile office environment which requires only occasional reaching, stooping, and lifting of office files, reports or records, typically weighing 25 lbs. or less.

Requires frequent travel, over 75% of time including overnight stays.

MANAGEMENT ACCOUNTABILITIES:

• Champions a culture of safety by ensuring all operations are conducted in full compliance with safety policies, procedures, and regulatory requirements. Promotes accountability and continuous improvement in safety practices at all levels.
• Interprets and executes policies that typically affect subordinate organizational units.
• Recommends modifications to operating policies.
• Responsible for managing staff function or heads a centralized functional activity.
• Accomplishes results through lower levels of supervision or through experienced levels of employees who exercise significant latitude and independence in their assignments.
• Monitors work operations on a daily basis and actively assists, or provides direction to, subordinates as required.
• May perform ongoing tasks of organizational units.
• Frequent contacts with inter-organizational and outside customer representatives at various management levels concerning operations or scheduling of specific phases of projects.
• Conducts briefings and participates in technical meetings for internal and external representatives concerning specific operations.

Pay scale for this position is between $94,695 and $120,737. The actual compensation will be determined based on experience and other factors permitted by law.

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