District Parts/Service Manager (DCA-D3-Richmond Area)

SUMMARY

Performs as a business consultant to Subaru of America, Inc.'s retailer body for parts and service operations.

Together with the Retailer, achieves stellar customer handling utilizing warranty and goodwill procedures.

Achieves district parts and accessory sales objectives, developing profitable parts and service operations, effective warranty processes, and developing the Retailers non-technical staff.

Ensures each Retailer meets all parts and service-related minimum standards and works in partnership with the District Sales Manager (DSM) to attain goals in sales and service customer satisfaction.

PRIMARY RESPONSIBILITIES


* Must know the basic technical operating characteristics of all Subaru vehicles.


* Communicates effectively with SOA, Region, Zone, Retailer, and Customer to assist Retailers in resolving retail non-technical customer issues.


* Ensures district Retailers utilize core programs including PRIME, Subaru Ad Fund (SAF), and Care Connect to promote Genuine Subaru parts and accessories.


* Reinforces Retailer compliance on returns and claims handling as detailed in the parts distribution policies.


* Analyzes and motivates Retailers to achieve maximum profitability by coaching the Retailer to achieve business plans and sales objectives.


* Frequently reviews the warranty processes, cost, frequency, warranty audit compliance, and policy adjustment reviews and provide counsel if necessary.


* Improves customer service and Owner Loyalty Program (OLP) at Retailers while meeting Subaru minimum standards and provides planning projections of service capacity while yielding service retention and Retailer profitability.

ADDITIONAL RESPONSIBILITIES


* Works with Customer Advocacy Department (CAD) and Retailers to resolve non-technical issues.


* Able to road test automatic and manual transmission vehicles and manage repair process of vehicle.


* Must have adequate hearing and vision capabilities.

QUALIFICATIONS


* Attends and passes all SOA web-based non-technical training (WBT) courses and instructor-led new technology training (NTT) courses and 900 Series new model update training.


* Requires professional flexibility that will allow the individual to adapt to varying degrees of responsibility and workload with a willingness to expand or develop existing skill sets in an effort to succeed in a changing business climate.


* Certification in Foundations is necessary along with the ability to learn new/proprietary Subaru of America systems.

Computer literacy in Outlook, Word, Excel, and Power Point is necessary.


* Parts inventory management, marketing, financial analysis, and general business acumen is critical.


* Excellent interpersonal, negotiation, and presentation skills are necessary for this position.


* Must possess a valid driver's license and maintain a driving record that satisfies the requirements of the SOA Driving Record Evaluation Criteria Policy.

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