Manager, District Customer Support

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Job Summary:
Works with Mazda dealers and customers in assigned district to achieve highest levels of customer satisfaction, parts sales, warranty performance and dealer improvement and provide technical assistance as required.

Essential Duties:
• Directs customer contact and resolves customer complaints promptly to insure the complete satisfaction with dealerships, Mazda products and Lemon Law cases. Recommends and assists in the implementation plans and programs for improving overall dealership customer satisfaction by improving service productivity, efficiency, profitability and market penetration.
• Provide technical assistance with vehicle repairs as required.
• Assists dealers in identifying issues that affect the service and parts “CARE Index” and helps develop and implement plans to correct deficiencies. Reviews Customer Satisfaction Index (CSI) scores with dealer.
• Monitors warranty claims and conducts parts inspections to determine if policies are followed correctly. Works with dealer to improve warranty performance and compliance and reduce warranty expenses. May prepare dealership’s requests for payment on claims that are out of warranty.
• Assists dealer service and parts departments to improve customer labor, parts sales, and wholesale parts sales. Identifies missed or overlooked opportunities and develops procedures to capture them in the future.
• Promotes Mazda parts and accessory sales and programs. Promotes image of Mazda products.
• Conducts annual Dealer Business Review process with each dealer. Identifies objectives, time lines, and recommended actions.
• Assists dealers to improve technical knowledge in the service and parts departments by identifying type of training needed and training candidates.
• Prepares reports such as Contact Reports.








Qualifications:
• Bachelor’s degree (B.A./B.S.) preferably in business administration, automotive technology or equivalent experience
• ASE qualification a plus
• 3-5 years of experience in automotive repair, automotive technical and/or customer relations
• Knowledge of retail dealer service and parts department operations and procedures
• Familiar with Dealer pricing structures
• Knowledge of the “Lemon Law”
• Ability to plan, organize, and manage activities for assigned district
• Communicate effectively, both orally and in writing
• Prepare administrative reports and business correspondence
• Establish and maintain effective relationships with dealers, staff, senior management, customers, attorneys and public agencies
• Computer knowledge including spreadsheet applications





For quick consideration apply here