Salary Range: 63,000 – 68,000
Preferred locations: New York, Pennsylvania or Massachusetts
Territory: Connecticut, Massachusetts, Maine, New Hampshire, New Jersey, New York, Pennsylvania, Rhode Island, and Vermont
Position Summary Improve retail customer satisfaction with Suzuki products. Meet with Suzuki dealers and provide training to ensure the dealers can provide prompt, professional and courteous service to Suzuki owners. Provide technical assistance to dealers for difficult technical questions. Provide administration assistance to dealers for Suzuki after-sales service, customer follow-up, warranty, and parts policies and procedures. Provide support and guidance for service operations to improve the dealers service efficiency, proficiency, and productivity. Increase demand for the Suzuki Genuine Parts by increasing service entries and supporting the improvement of the efficiency and productivity of service operations at dealers leading to expanded sales of Suzuki Genuine Parts. Protect the company's interests by controlling expenses and making proper and fair decisions for warranty and goodwill repairs. Principal Tasks Contact Suzuki dealerships to ensure the dealer provides proper service and repairs to retail Suzuki owners. Establish contact through in-person visits and telephone consultations. Develop a strong relationship and rapport with dealer personnel and especially the dealership owner. Dealer recall compliance support to prevent the sale of an affected vehicle when under stop sale or other campaign prior to repair completion and warranty submittal. Provide technical assistance to dealers who experience diagnostic difficulties. Inspect vehicles/units that are involved in alleged defect related accidents. Inspect assembled vehicles on display for sale for correct assembly, documentation (PDI form), battery maintenance, and fuel system maintenance. Dealer action reports, completed daily, provide dealer status and future actions planned for the dealer. Service department surveys completed once a year per dealer, provide an understanding of the dealer's needs and current service performance. Telephone contact reports for each call provide details of the dealer's question, their inspection results and recommendations. Activity-expense reports submitted weekly provide accurate documentation of travel expenses and work performed. Make authorization decisions for both warranty and non-warranty goodwill repairs. Provide technical service expertise and perspective for product improvement, dealer training and retail customer education. Communicate with the home office on technical matters, customer relations contacts and other items of concern in assigned territory. Technical and administrative support when necessary for SMO office staff. Work with key management people within the dealership who have decision-making authority to purchase parts. Educate the staff on the quality and benefits of using genuine parts and ECSTAR products. Assist the dealer in participating in the Suzuki parts purchase programs. Review with dealer parts staff display of ECSTAR products to promote increased sales. Analyze the monthly KPI data by each dealer provided by the P&A department. Provide technical support during Events. Promote the Suzuki ServicePRO training site. Provide support during Instructor Led Training (ILT) classes. Perform inspections for technical, Customer Mediation, and Legal cases. Provide technical support for dealers through Tech-Line call center. Scope of Authority The incumbent makes decisions pertaining to authorization of non-warranty repairs on a daily basis. Seeks advice and approval from direct supervisor on matters involving litigation. Interacts regularly with other department members and Area Sales Managers. The incumbent regularly contacts Suzuki dealership personnel. Minimum Qualifications Work Experience Minimum 5 years' experience as a technician at a dealership. Suzuki technical knowledge is preferable. Minimum 3 years' service management experience at the dealer level.
Education Requirements High school diploma required. Associate degree or 8 years motorcycle industry experience.
Required Skills A very strong technical background is essential. Must be an excellent communicator and possess superior organizational skills. Must possess a valid driver's license with motorcycle endorsement and maintain a clean driving record. Must be able to proficiently ride both on-road and off-road motorcycles as well as all-terrain vehicles. Physical Requirements Must possess mobility to work in a standard office setting and to use standard office equipment. Must possess the mobility to drive an automobile or light truck. Must possess strength to lift and carry materials weighing up to 50 pounds. Must possess vision to read printed materials and a computer screen.
#J-18808-Ljbffr