Service Manager

• Closely work with dealers and Lincoln service central team to improve Lincoln aftersales business and retain/enhance customers' and dealers' loyalty with Lincoln brand
• Fast respond to dealers' inquiries of service operations. Analyze dealers performance on regular basis and report out to dealers and management for further decisions
• Deliver revenue/profit performance (parts, accessories and ESB). Explore opportunities for business growth by working with dealers and Lincoln service central team
• Dealers' performance tracking and analysis on regular basis, incl. customer retention, Lincoln service scorecard performance
• Regular dealer on-site visits. Request and implement improvement actions if finding shortfalls on service facilities, personnel, equipment, process, technical capabilities and operation issues
• Communicate and implement service policies and dealer scorecard. Implement the central-driven service marketing campaigns and service activities
• Handle customer claims and continuously drive customer satisfaction by working with the Customer Experience team
• Report product quality issue and relevant claims collected from the field by working with SEO team and Customer Experience team
• Proactively diagnose dealers service performance data by ensuring Lincoln IT tools full roll-out

• Education Qualification: Bachelor degree or above, technical or engineering background or MSS background is preferred
• Years of Experience: 5 years or above
• Preferred Previous Experience: Previous experience working with dealers.
• Behavioral Skills: Good communication skills and team working attitude
• Special Knowledge/ Skills Required: Able to read and write in English. Proficient in computing operating, especially Excel, Word, and E-mail system

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