Tasks
The Regional Aftersales Manager will provide field Aftersales support for Porsche dealers to ensure the fulfillment of quantitative and qualitative targets and corporate standards, so that Porsche dealers represent an accurate reflection of Porsche brand values. Another focus point is ensuring the highest customer loyalty and excitement.
General Tasks
- Have constant overview over all Aftersales related topics (business, marketing, warranty, technical support, parts support, E-Performance, campaigns/ recalls, network development, sales initiatives) and coordinate dealer needs amongst different departments at Porsche Brasil and headquarters;
- Ensure dealer contact and relationship by close collaboration through visits and regular calls;
- Develop, monitor and ensure fulfillment of qualitative and quantitative dealer targets
- Develop, initiate and supervise implementation of recommendations designed to enhance the dealer´ Aftersales operations and profitability;
- Address and initiate improvements for operational processes and workshop inefficiencies;
Customer experience
- Ensure that customer excitement targets are reached, derive measures to improve and ensure measure implementation;
- Further develop customer journey at dealers to create a luxury experience;
- Monitor critical CRM cases and coordinate with dealers and CRM department for best customer solution;
Standards and projects
- Ensure the implementation of and compliance with Aftersales processes, guidelines and standards;
- Conduct Service Audits at dealers to ensure fulfillment of Porsche Aftersales standards
- Follow up action plans and ensure implementation of action plans of Service Dealer Audits, Warranty Audits, consulting missions, investment plans for Aftersales projects;
- Monitor and ensure implementation of strategic initiatives and projects
- Support Dealer Network Development on Aftersales layout planning of new dealer constructions
- Ensure onboarding and smooth start of operations for new dealers;
Qualifications
Education
- Bachelor’s degree in business administration, industrial engineering, business engineering or related courses.
- Master’s degree or MBA.
Experience
- Minimum of 10 years of working experience in the automotive industry (dealer/ importer/ OEM level).
- 3 years of leadership experience.
Competencies
- Proficiency in Microsoft Office (including OneDrive and SharePoint);
- System knowledge: SAP, Visual Basic, Tableau and Power BI.
Skills
- Excellent intercultural/interpersonal skills;
- Excellent presentation skills & techniques;
- Excellent negotiation, communication and presentation skills;
- Problem Solver with stress resistance;
- Team oriented working attitude and intercultural understanding.
Position is based in Sao Paulo, SP