Area After Sales Manager Southern Region (Job Number: LAM000119)

Description

Role Summary:

• This position is hybrid remote and based in the greater Miami area and shall ensure that all processes and procedures are implemented in the field to guarantee the highest possible customer service level
• Drive retail parts, accessories and service revenues to achieve region objectives
• Represent region perspective in development of Lamborghini worldwide After Sales policies
• Ensure the Dealer net is trained on all aspects of After Sales/ Customer Service activities
• Ensure the Lamborghini Customer Service Standards are fulfilled

Role Responsibilities:

Parts & Accessories  – 35% of the time

Goal: Monitor and increase P&A performance

• Monitor and report dealer After Sales and parts/accessories performance metrics and develop tools to ensure that process improvement measures are implemented
• Work with all organizations to develop and implement specific programs in region to increase performance
• Communicate and plan introduction of programs, accessories, tools etc.
• Assist dealer in solving spare parts issues such as parts unavailability, shipping delays etc.

After Sales Standards/Training  – 35% of the time

Goal: Monitor dealer operating standards

• Analyze, monitor and report process gaps and performance variances in region (Warranty, Goodwill, Training)
• Monitor and assure DOS ( Dealer operating standards ) are implemented and provide action plan for improvement
• Ensure dealer personnel is trained according to Lamborghini training matrix
• Ensure Lamborghini dealer manager (LDM) data is accurate and staff requirements are fulfilled
• Provide direction and tools to dealer net including clarifying, interpreting and answering questions related to After Sales processes and dealer metrics
• Train and develop performances of dealer net in regards to new processes, policies and standards

After Sales CRM  – 20% of the time

Goal: Support CRM cases in a timely manner

• Assist solving customer complaints and support CRM department   

ALA Fleet vehicle support  – 5% of the time

Goal: Ensure ALA fleet is up to technical standards

• Assist setting up repairs and approval for LLC fleet cars
• Review and process dealer invoices for LLC cars

Additional Responsibilities – 5%

• Stay abreast with technology of existing and upcoming Lamborghini vehicles
• Provide cross-functional assistance to other groups of AoA, VWoA, Audi AG, vendors, associations, and institutions
• Assist ALA warranty departments and dealer in solving warranty system related issues

Qualifications

Qualifications:

Years of Experience:

• Min of 7+ years of experience in the automotive industry

Education – Required:

• Bachelor’s degree or equivalent degree in automotive engineering is preferred

Education – Desired:

• N/A

Skills:

• Proven track record of analytical and conceptual thinking and implementation
• Proven problem solving abilities
• Attention to detail and process orientation
• Strong work ethic with internal motivation to succeed and support others
• Ability to problem solve and prioritize
• Forward-thinking with ability to work effectively with minimal direction
• A great attitude and proven ability to be an effective business partner, team player, and collaborator
• Partners at all levels of the organization, with ability to negotiate and influence to achieve results
• Ability to understand automotive service retail business, procedures and data

Specialized Skills – Required:

• Minimum of 5 years After Sales experience in the automotive industry
• Field experience with automotive manufacturer

Specialized Skills – Desired:

• Ability to read, write and speak Italian / German language

Work Flexibility:

• Frequent dealer visits in the area of responsibility with a minimum of one visit per quarter required
• 40% travel times

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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