https://amzn.to/44P6GXZ
Role Summary:
The Fixed Operations Manager (FOM) is the chief After Sales liaison for the Volkswagen Brand to the Volkswagen network. The FOM is ultimately responsible for the generation of Volkswagen parts and accessory revenues (50%) customer satisfaction/retention targets (20%) and dealer development (30%).
The FOM achieves these KPI’s by establishing positive business relationships and leading dealer adoption and adherence of Volkswagen service business and customer supportive processes.
Role Responsibilities:
• FOM meets regularly with VW Dealer Principal and designated managing dealership executive (GM, EVP, MD) to regularly review dealer’s performance against service and parts KPI’s, customer satisfaction and fixed operations business growth opportunities.
• FOM leads dealer network in the adoption/maintenance of the Volkswagen Service Core process and related process initiatives (i.e. Express Service, parts, accessory and wholesale sales programs; inventory management; customer satisfaction; service quality; training certification, and other programs as directed).
• FOM achieves targeted KPI’s through the dealer network, through metric evaluations / management, business case development / presentation, best practices and coaching, and action plan development / execution / evaluation.
• FOM memorializes dealer discussions and plans in writing (contact reports) relevant to KPI performance, action plan results and other applicable issues as defined by DFOM or VW that affect VW dealer business relations, customers and mutual business success.
• FOM is primary contact for BBB / buyback and arbitration issues; involves QTM for FRFT (service quality), technical training certification, service tools and related technical issues as needed.
• FOM works with Warranty to monitor (metric review and audit reviews) to ensure VW network adherence to VW warranty policies.
• FOM is primary interface with customers concerning non-technical Service & Parts issues and works with Customer Care to insure dealer process compliance with VW goodwill policies in support of customer satisfaction.
• FOM insures dealer network compliance of VW Operating Standards, facility, and corporate identity requirements.
• FOM liaises with region network development, After Sales, and SOM to develop/execute annual dealer business plans and provides input on dealer facility issues relative to VW After Sales standard.
Years of Relevant Experience:
• 5-7 years
Education – Required:
• Bachelor’s degree in business, marketing or technical
Education – Desired:
• MBA
Skills:
• Analytical and conceptual thinking – using logic and reason, creative and strategic
• Communication skills – interpersonal, presentation and written
• Computer savvy – skilled in the use of software, Excel, PowerPoint, Outlook
• Integration – joining people, processes or systems
• Influencing and negotiation skills
• Problem solving
• Resource management
• Conflict Resolution
• Business Writing acumen
Specialized Skills – Required:
• Working knowledge and or understanding of dealer after sales operations, and/ sales or overall dealer operations
• Change leadership
• Process oriented
• Negotiation Skills
Work Flexibility:
Travel Required (50-70%)
Volkswagen Group of America is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.
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