| Job Title: District Service Manager, Dist 4 |
| Job City: | Phoenix | Job State: | CA | ||
| Division: | WER | ||||
| Region: | Western Region | Duration: | Full Time | ||
| Travel: | 75% - 99% | Job ID: | 1049 | ||
| Job Description: |
| Position Summary: District Service Managers (DSM) are the direct interface with Mazda dealers responsible for developing a lean culture of continuous improvement in dealer service and parts operations. District Service Managers are responsible for resolving customer concerns, implementing lean techniques to improve shop management, improving FIRTFT, customer satisfaction, service and technical training, and warranty costs at Mazda dealers within their district. They are also responsible for generating Mazda and dealer revenue and profits through the sales of dealer service labor, OEM parts, and dealer installed OEM accessories. District Service Managers manage these activities through retail and wholesale initiatives utilizing data and trend analysis. The ultimate goal of a District Service Manager is improved service retention and repurchase intent through the development of a superior Mazda ownership experience. District Service Managers are located at a home office within their district. They report to the Region Customer Service and Parts Manager. Duties include: • Develop effective relationships with Mazda dealers to advance their service and parts operations business • Analyze dealer fixed operations with a focus on lean process development while determining opportunities for improved dealer profitability and creating an environment conducive to a superior ownership experience. • Integrate and support national field and technical operations initiatives, e.g., Mazda Quality Service Process, Mazda Quick Touch, DPI, FIRTFT, Service Retention, Warranty Cost Reduction etc… • Make recommendations and provide consultation to dealers to drive increased service traffic and increased wholesale parts and accessory business. • Assist in the development and execution of marketing messages and in dealer merchandising. • Support and implement national service and parts marketing plans and initiatives. • Resolve dealer parts procurement issues, credit claims issues. • Resolve customer complaints and represent Mazda in lemon law hearings, arbitrations, and other legal matters. • Assist dealers with the diagnosis of automotive technical issues. Knowledge/Skills/Abilities: Demonstrated ability to improve customer satisfaction and owner loyalty in an automotive environment. Understanding of lean principles, service shop management, automotive technical theory and systems, and effective parts inventory management. Ability to influence others and build effective business relationships. Abilities include: • Ability to resolve customer concerns of both a technical and non-technical nature • Ability to achieve sales goals through the influence of others • Ability to identify waste in value streams and implement lean techniques • Ability to perform process assessments, facilitate the creation of process improvements and action plans, and sustain process improvements. • Ability to support multiple projects at one time is essential • Strong negotiation skills • Excellent written, verbal, and presentation skills • Ability to work in a team and provide significant contribution even though direct responsibilities may not be clearly defined. |
| Skill Requirements: |
| Qualifications: Education (Minimum) BS degree or equivalent experience. Experience Minimum of three to five years experience in some aspect of service operations in a wholesale or retail level. Familiarity and understanding of automotive technical theory and systems is required. |
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