Regional Parts & Service Specialist (Denver, CO Area)

SUMMARY

Conducts the analysis of parts, accessories, and service sales opportunities within the Regional Parts and Service Department.

Serves as a primary source for analysis and reporting of parts sales, customer handling, and warranty claim/Policy Adjustment Request (PAR) activity.

Performs ad hoc analysis as requested by the Regional Parts and Service Manager (RPSM) or field staff to ensure that warranty compliance and policy adjustments are handled efficiently and effectively.

MAJOR RESPONSIBILITIES


* Tracks, analyzes, and reports upon retailer performance in the Parts and Service area by using Oracle Business Intelligence (OBI), I-Exam, Siebel, and Microsoft Office Suite.

Runs reports and updates retailers on progress of the Subaru of America (SOA) core programs related to Fixed Operations (i.e., PRIME, Parts and Service Marketing Funds, Subaru CARE Connect, Net Promoter Score [NPS], etc.).


* Using the above, as well as regionally created sales and marketing initiatives, supports the Regional Parts and Service Manager (RPSM) in attaining parts and accessory sales objectives.


* Assists in getting deficient retailers improved in non-technical training plan compliance/adherence to training standards as established with the retailer by the District Service Quality Manager (DSQM).

Reinforces non-technical training business plan and reports deficiencies as required.


* Oversees departmental budget and administers regional contests and incentives including contest announcements, tracking, and reporting to retailer personnel and field staff.


* Executes and communicates analytics of program incentives, training initiatives, product launches, and workshops through the understanding of data to be used for retailer contact visits.


* Attends SOA-sponsored training activities to enhance knowledge of Subaru programs and products for future job assignments by involvement in workshops (i.e., share Subaru knowledge with Sales Consultants / Service Advisors at Training Workshops).


* Works with the Zone Retailer Aftersales Manager (ZRAM) and District Parts/Service Manager (DPSM) regarding retailer process improvements from the point of view of the customer, including but not limited to, observing and critiquing the service drive process, walkaround process, customer updates, and active delivery process.


* Covers for a DPSM in terms of reviewing Policy Adjustment Requests (PARs), with prior authorization from DPSM, and handles general questions regarding the assigned PARs.


* Analyzes and counsels with RPSM on warranty processes, warranty cost and frequency, and warranty audit compliance.


* Executes special projects from upper management pertaining to creating reports and data analytics using all systems currently used by District and Zone staff managers.

ADDITIONAL RESPONSIBILITIES


* Regional Field Environment: Travels with District and staff managers to learn the regional territory and parameters of th...