Manager, District Parts & Service

WORK MODEL

Field

The District Parts & Service Manager serves as the liaison between Hyundai Motor America and the Hyundai dealerships. Works to improve dealer performance in the areas of vehicle sales, customer retention, and profitability. Communicates, implements, and assists dealers through programs, policies and procedures, which develop and promote well-managed, profitable parts and service departments. Must be able to analyze dealer parts and service operations, identify deficiencies and recommend corrective actions to ensure dealer provides proper Hyundai brand image while improving dealer profitability.

• Regularly communicate with dealers to implement and administer HMA programs, policies, and procedures.
• Monitor and advise dealers and regional management on performance and adherence related to Parts Sales, Inventory Control, Fixed Operations Training, Warranty Administration, Consumer Affairs, and Customer Satisfaction.
• Communicate HMA objectives and work with dealers to ensure progress toward assigned goals.
• Provide technical support to diagnose vehicle operating issues, verify warranty repair procedures, and address customer concerns.
• Submit written reports and monitor dealer compliance with the HMA dealer agreement.
• Recommend operational improvements to enhance customer satisfaction, retention, market penetration, and parts and service profitability.
• Ensure consistent dealer attendance and participation in regional and satellite training programs.
• Implement customer satisfaction processes and manage customer complaint resolution within the assigned district.
• Meet with customers as required to resolve concerns.
• Maximize parts and accessory sales within the assigned district.
• Administer HMA goodwill funds to improve customer satisfaction and increase repurchase intent.
• Represent Hyundai Motor America in Better Business Bureau and State Lemon Law cases; assist corporate attorneys as needed.
• Identify Parts and Service department deficiencies and recommend corrective actions.
• Analyze technical concerns and authorize warranty and goodwill repairs in accordance with HMA policies.
• Approve discretionary goodwill-related parts expenses.
• Evaluate customer disputes and approve appropriate financial assistance in Hyundai’s best interest.
• Complete special projects and assignments as required.

• Must be a high school graduate.
• Six or more years of experience of which at least three years of directly related wholesale experience in automotive.
• Industry Knowledge – Automotive Retail.
• Demonstrates a sound understanding of automotive dealership sales/service/parts operations and financial services; uses knowledge and experience to improve operational performance.
• Strong written and oral communication skills, competent PC user, Proficient in the use of Windows based software applications including Microsoft Excel, Word, Power Point.
• 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 impromptu situations. Maintains stability of performance under pressure; reacts well to emergencies; maintains positive composure and confidence in adverse situations.
• Performance/Results…