District Parts & Service Manager (Level DOE)

Job Information

The District Parts & Service Manager (DPSM) is dedicated to enhancing dealership operations and achieving high levels of customer satisfaction within the assigned district. This role requires a comprehensive understanding of market dynamics, customer demographics, and competitive landscapes. Key responsibilities include managing daily operational activities, fostering quality service experiences, and actively promoting parts and service programs. By building and maintaining strong relationships with dealership personnel, the DPSM aims to ensure that operational goals are met while effectively addressing customer concerns and feedback.

Role & Responsibility

District Management:

• Develop an understanding of the assigned District, including market potential, customer demographics, and competitive awareness.
• Collaborate with dealerships to ensure quality experiences at all operational levels, fostering high customer satisfaction.
• Build and maintain relationships throughout the dealer organization to achieve common goals and objectives.
• Manage day-to-day activities, plans, goals, and financial resources.
• Communicate customer and dealer needs effectively to relevant departments.
• Contribute to the development of annual district strategies and individual dealer plans to support business objectives.
• Drive district parts sales and effective stocking behaviors to meet Annual Operating Plan (AOP) targets through proactive dealer engagement.
• Promote parts and service programs at dealerships to ensure comprehensive knowledge of company policies and procedures.
• Advise dealership staff on service and maintenance practices for contracted products, enhancing service quality.
• Support potential new dealerships in establishing their parts/service departments and assist in evaluating their capabilities.
• Provide assistance during dealer termination processes as needed

Dealer Communication and Accountability:

• Support dealer performance through daily interactions, quarterly Parts/Service reviews, and action plan meetings.
• Assist in creating actionable plans to encourage buy-in from dealer principals, parts managers, and service managers.
• Ensure execution of action plan items to uphold compliance and drive continuous improvement.

Customer Service:

• Engage jointly with the dealer and dissatisfied customers to efficiently resolve complaints, ensuring timely responses and follow-ups on resolutions and satisfaction surveys.
• Provide technical resources during challenging situations, demonstrating a commitment to excellent customer service.

Job Requirement

• Preferred: Bachelor's degree in a relevant field; candidates with an Associate's degree or equivalent education combined with extensive relevant experience will also be considered.
• 2>7 years of experience in parts and service management, operations management, or customer support within relevant industries.
• Strong verbal and written communication skills for effective exchanges with dealers and customers.
• Proactive engagement skills to build and maintain relationships based on trust and reliability.
• Understanding of mechanical principles and equipment troubleshooting skills for effective dealer support.
• Proficient in using performance data to promote accountability and implement positive changes within dealer operations.
• Strong organizational skills to balance travel commitments and remote work tasks while meeting deadlines.
• Ability to influence and motivate dealers and colleagues toward shared objectives.
• Experience in team meetings and presenting ideas clearly to foster engagement.
• Positive and constructive attitude when approaching challenges, focusing on identifying actionable solutions.
• Required to travel 50-75% of the time within the assigned District, including occasional air travel, with a clean driving record and valid driver’s license.