Senior Service Administration Officer/高级售后服务管理专员
一汽-大众奥迪(Audi)BeijingUpdate time: July 13,2019
Job Description
Employment type: 社招
Objectives:
- Exploit maximum Service Market potential
- Develop Service Strategy in conjunction with Business Partners
- Establish state-of-the-art Customer Satisfaction; Top Ranks in IACS and J.D.Power
- Ensure benchmark After Sales profitability at Dealer level; RoS > 2,0 %
- Increase/Stabilize Customer Service Loyalty
- Continuous Cooperation/Interaction and exchange with relevant Service staff at JV
Major tasks:
Implement Measures to increase productivity and effectiveness in the Service area at Dealer level
Introduce Service Capacity Planning at Dealer Level
Conduct Service Ideal Network Planning
Evaluate impact of vehicle electrification (PHEV, BEV) on dealer personnel, processes, infrastructure and overall profitability
Implement Service Balanced Scorecard for both, Retail and Wholesale level
Implement and/or Adapt corporate Service Programs to suit Chinese market
Q-Check
Service Mobile
Service Key
New Warranty Processes
Reduction of Service Personnel Fluctuation at Dealer Level
Call Center
Flexible/Digital Service Core Processes
tbd.
Ensure highest Trainings Quality Standards
Accompany and Conduct Workshop Tests - LiS
Accompany and Conduct Manufacturer Sample Audits
Optimize Call Center Structures and Processes
Implement innovative Service Systems increasing efficiency at both, OEM and Dealer Level
Support „Kundentisch“ relevant Topics
Ensure up-to-date Workshop and On-Board Literature
Continuous Market and Competitors Watch
Reveal Service benchmarks and Develop new Concepts (Service by design)
React to changes in the legal environment what regards Service
Implement best-in-class Service Intervals in conjunction with AUDI AG
Coordinate Fault finding measures from the market/field and develop countermeasures
Analysis of Warranty processes/payments
Target setting and Tracking of Service Technik Leistungs Indizes (STLI) KPI´s
Implement Service-relevant central Systems, e.g. DISS, SAGA 2, PPSO, etc.
Coordinate with TSC (Peking)
Steering of external agencies
Administer internal department budget to support relevant projects
Education
Bachelor and above degree major in Automotive, Business Management, etc
Professional experience:
OEM and/ or Retail Experience in the field of Customer Service/After Sales
At least3-5years’ relevant working experience
Other Skills:
Proficient in both English and Chinese; German is a plus
Team player
Striving for success
Result and performance oriented
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