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Service Quality Improvement Specialist

2 weeks ago

Dubai, Dubai, United Arab Emirates General Motors Full time
Primary Objectives

The primary objectives of this role include serving as the primary contact for dealers' aftersales inquiries, providing expert remote and on-site support for retail business, best-in-class service line customer experience, technical, and warranty support, as well as assistance to the AMEO's dealer network to improve existing and develop new revenue streams, enhance service quality and reception processes to achieve the highest level of customer satisfaction.

  • Retail Business Development
  • Collaborate with dealers to develop and implement AMEO Business Plans with focused and targeted action items to achieve Service retention, Retail Parts Customer Pay Sales out Targets, SSS, Fixed Operations Gross Profit, FIRFT, and overall related elements, Training Certification objectives, Retail Standards, Defined Customer Focused KPIs, and Service Capacity requirements.
  • Review and refine BP action items and plans monthly, ensuring alignment with company objectives.
  • Promote financial health among dealers through strategic planning and support, focusing on improving profitability.
  • Conduct regular analysis and review of monthly Retail Parts KPIs, consulting with dealers on sales out trend and margins to drive business improvement.
  • Oversee RIM compliance and optimize RIM utilization among dealers, ensuring seamless operations.
  • Facilitate effective collaboration between MEDC and dealers to resolve back orders and open orders for critical parts, minimizing disruptions.
  • Integrate Service and Parts departments within dealerships, streamlining overall operational efficiency and performance.
  • Provide valuable market insights, opportunities, or risks, analyzing market potential to inform annual dealer business plans and objectives.
  • Coordinate Retail Parts Customer Pay Sales out Discussion meetings with dealers to set future sales targets based on agreed growth initiatives.
  • Communicate monthly dealer-specific retail Customer Pay parts sales out objectives and track performance continuously, ensuring transparency and accountability.
  • Effectively manage assigned budgets as specified by the supervisor, maintaining fiscal responsibility.
  • Implement agreed-upon initiatives annually, adhering to set deadlines and fostering a culture of continuous improvement.
  • Foster sales out growth of GM Parts through assigned Dealers' mechanical workshops, body shops, branded Quick Services, ACDelco Service Centers, and retail parts counters, ensuring dealer retail parts customer pay sales out targets are met and exceeded.
  • Technical Support and Warranty Administration
  • Maintain and enhance dealer compliance with GM Warranty Policies and Procedures, ensuring seamless warranty administration.
  • Offer technical support and solutions to dealers on technical issues, including on-site Technical assistance and coaching on strategy-based diagnosis (SBD) to achieve high Fix-It-Right-First-Time.
  • Drive MEO product Quality improvements through submission of Product quality reports (PIR) through dealers and support any engineering activities/Investigations for problem resolution.
  • Enhance repair quality to the highest level possible, supporting dealer management in identifying relevant action plans with specific technical inputs for development and execution of business plans.
  • Evaluate and ensure dealer's warranty administration processes and performance indicators meet/exceed the set regional standards, including conducting monthly warranty review of dealerships and eliminating warranty waste thereby achieving Warranty KPIs.
  • Drive AMEO Field action completion rate with special focus on Safety recalls and ensure robust dealer processes to support recall-related communication with customers.
  • Guarantee workshop and reception staff are trained to deliver quality service through dealer compliance with minimum training standards and service certification.
  • Oversee customer support initiatives, including Tire assistance programs, courtesy vehicles, Trade-in Assists/buybacks, loyalty certificates, etc., as well as assist dealers in resolving escalated and high-profile customer complaints related to service, including working with dealers on action plans to avoid reoccurrence.
  • Act as the first point of contact for Technical and warranty-related queries raised by Local Consumer Protection Departments or Ministries and collaborate with dealers to maintain cordial relationships with various authorities, particularly on critical customer cases registered with them.
  • Encourage dealers to ensure an optimal level of technical and warranty service is available to large fleet customers to enhance Fleet ownership experience.