Title:  Genesis Aftersales Manager - SC/GA

Title: Genesis Aftersales Manager 

Location: SC/GA, US

Job Type: Full-time with Benefits  

Who We Are

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

Summary 

The Aftersales Market Manager (AMM) serves as the liaison between Genesis Motor America and the Genesis stores. This person works to improve retailer performance in the areas of customer retention, customer satisfaction, parts and accessory sales and profitability.  The AMM communicates, implements, and assists retailers through programs, policies, and procedures, which develop and promote well –managed, profitable parts and service departments.  Candidate must be able to analyze retailer parts & service operations, identify deficiencies and recommend corrective actions to ensure retailer provides proper Genesis brand image while improving retailer profitability. 

Day to Day Responsibilities  

• Regularly contact retailers to communicate, implement and administer GMA programs, policies and procedures.   

• Monitor and advise retailer and regional management of retailer’s performance/adherence to policies and procedures in such areas of Customer Retention, Parts Sales, Parts Inventory Control, Fixed Operations Training, Warranty Administration, Consumer Affairs, Customer Satisfaction, etc. 

• Communicate GMA assigned objectives and work with retailers to ensure progress towards attainment of objectives. 

• Provide technical support as required to verify vehicle operating issues, warranty repair procedures and customer concerns. 

• Provide feedback to GMA in written reports. 

• Monitor retailer performance with respect to the GMA retailer agreement. 

• Provide recommendations on operational improvements to Retailer and store managers, which maximize customer retention, customer satisfaction, operational effectiveness, market penetration, and retailer parts and service profitability. 

• Ensure consistent training attendance and participation at regional and satellite training classes. 

• Work through retailers to implement processes that improve Customer Retention and Customer Satisfaction, manage the resolution of customer complaints within an assigned district. 

• Meet with customers as required to resolve concerns. 

• Maximize Parts & Accessory Sales in assigned district. 

• Administer GMA Goodwill funds to improve Customer Satisfaction and increase re-purchase intent. 

• Represent Genesis Motor America in Better Business Bureau, State Lemon Law cases; assist corporate attorneys in developing the company’s case and position. 

• Special projects and assignments. 

• Extensive overnight travel required. 

• Quickly identify areas of deficiencies in the Parts and Service departments and make reasonable suggestions for corrective action. 

• Analyze technical concerns as needed and authorize repairs within Genesis policies and procedures for both warranty and goodwill expenses. 

• Authorize discretionary spending for parts expenses that fall into a goodwill type of situation. 

• Evaluate situations involving customer disputes/concerns and approve the appropriate level of financial assistance to resolve the concern in the best interest of both the customer and Genesis Motor America. 

• Weekend hours possible for reporting and dealer communications. 

• Onsite dealer visits minimum twice per month-Travel required 90%. 

What you bring  

• Strong computer skills – Microsoft Office, Word, PowerPoint, Excel, Access, and Outlook. 

• A high level of strategic thinking capability and business savvy to impact premium vehicle performance within the Market/Area. 

• Must understand and embrace the premium vehicle experience and the need for a differentiated sales and service experience at the dealership level. 

• Authority will be given to this position to make sound decisions on luxury customer relations issues as well as parts purchases. 

• Must possess proven dealer contact skills with the ability to influence key decision makers at the dealership to impact GMA’s dealership operations, performance and facility compliance. 

• Demonstrates a sound understanding of automotive dealer sales/service/parts operations and financial services; uses knowledge and experience to improve operational performance. 

• Must be a high school graduate. (Bachelor’s degree preferred.) 

• Experience working with or for U.S. automobile dealerships is essential. 

• Luxury dealership experience (from and OEM or retail perspective) a plus. 

• Prior supervisory experience preferred. 

• Experience with customer service initiatives also critical. 

• Excellent problem solving and analytical skills. 

• Excellent written and oral communication skills. Must have highly effective verbal and written skills and the ability to make dealer and regional presentations. 

• Excellent organizational skills. 

• Excellent time management skills. 

• QMF Query capability. 

• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future. 

• Wholesale experience in automotive. 

• Driver’s license and good driving record required to drive a company car. 

• Problem Solving: Uses qualitative and quantitative analytical skills to solve difficult problems; suggests and tests well-reasoned solutions.  

• Customer Service Skills: Seeks to understand customer needs and expectations; understands the customer’s position, develops and implements solutions to meet the customer needs; looks for opportunities to become involved. 

• Business and Financial Literacy: Demonstrates sound fundamental understanding of business concepts that impact the success and profitability of the organization; understands the implications of key financial indicators; uses financial information to assess the impact or viability of alternative actions. 

• Organizational/Planning Skills: Able to apply the methods used to control multiple projects including documentation, prioritizing, tracking, follow-up, and follow-through. 

• Negotiation/Problem Resolution Skills: Builds relationships demonstrates integrity and trustworthiness brings conflicts and disagreements into the open and effectively negotiates a resolution; is persuasive and thinks well in imprompt situations. Maintains stability of performance under pressure; reacts well to emergencies; maintains positive composure and confidence in adverse situations. 

• Performance/Results Focused: Drives for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles tracks and prioritizes work; sets high standards of performance; pursues aggressive goals and works hard to achieve them; maintains stability of performance under pressure. 

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law. 

Please note, MSXi did not provide any salary data for this position. If there is a salary range included in the posting the data was estimated by the job posting site and does not reflect our company's actual salary ranges. Actual starting salaries are determined based on job requirements and level of experience. 

Apply NOW!!!

#MSXNAJobs 

#LI-JD1