Commercial Dealer Aftersales Specialist - East
The Mopar Commercial Dealer Aftersales Specialist will be the subject matter expert and primary point of contact between Stellantis and its dealer network with primary goals to grow and improve the Businesslink dealer network from an aftersales perspective. The key metrics will be reduction in vehicle downtime, growth in commercial, government and rental repair orders and service retention and overall part sales growth. The Mopar fleet team serves as the primary interface between Stellantis, its Businesslink dealers and fleet customers who collectively spend well over $100M annually on Mopar and bPro parts in the dealer network. This position presents an exceptional opportunity to develop and implement positive change in a challenging and dynamic aspect of our business. The Commercial Dealer Aftersales Specialist will be assigned a geographic area that will be a primary area for them to work with the Businesslink dealer network as well as key stakeholders on both the Fleet service and sales side to improve the fleet customer experience. The Commercial Dealer Aftersales Specialist will be key to executing strategies developed at the HQ and Regional level designed to encourage dealers to engage further with fleet business, make investments in people, process and facilities in an effort improve customer satisfaction and maximize profit in our collective Aftersales operations. Additionally, this position will work to support new initiatives such as Mobile Service and other tactics to grow Mopar's Centralized Billing program (Servicenet). Qualified candidates must excel at developing relationships and being self-motivated. They must have strong understanding of dealer fixed operations and fleet acumen. They will be key to balance the requests of fleet customers, support and consult with the dealer network, and manage priorities of the headquarters team. Job responsibilities include but are not limited to:
- Develop plans to improve fleet customer satisfaction and reduce vehicle downtime in the dealer network. This may include items such as employee dedication and training, consulting on best practices and processes, service capacity analysis and facility/tool consultations.
- Conduct and lead regular meetings with dealers and dealer groups gathering insights and addressing concerns that lead to improved retention and growing part sales with fleets and small businesses.
- Execute parts sales initiatives that will drive increased parts revenue through wholesale and retail channels. Conquest new customers with Mopar and bpro offerings.
- Lead strategies to grow emerging service trends such as mobile service with fleets.
- Facilitate the flow of information, ensuring that requests from HQ are accurately communicated to the assigned dealer network and that needs from the dealer network and feedback are effectively relayed to HQ for process improvements.
- Support and partner with the Fleet Sales organization to demonstrate a cohesive sales and service partnership with the fleet.
- Analyze reporting to assess identify trends, and recommend improvements tailored to each fleet's unique needs.
- Consult dealer network on conquesting opportunities in their market using industry data, vehicle location data and other key metrics.
The ideal candidate will excel in developing relationships, being a self motivated worker and being part of a growing team. They must excel in taking complex situations and programs and adapting them for use across all levels of experience and knowledge. The role will require strong organizational and project management skills. This individual will be accountable for vehicle downtime, dealer service retention and part sales to fleets. Basic Qualifications:
- Bachelor's degree in business, Automotive Technology, Marketing, or similar discipline
- 5+ years of experience with Dealer Fixed Operations, Part Sales, Marketing, Operations, or working with fleet customers
- Robust understanding of Dealership Operations
- Proven leadership capabilities
- Proven problem solving and analytical skills
- Capability to review, understand and analyze data from a business analytics standpoint
- Self-starter with ability to multi-task and take ownership of programs
- Excellent verbal and written communication skills
- Experienced presenter and public speaker
- Advanced user of Microsoft business tools including advanced Excel skills, and PowerPoint experience
- Candidate must reside in, or be willing to relocate to, the east coast of the US (this is not a work from home position)
Preferred Qualifications:
- Advanced degree (Master's) in Business or Marketing
- Experience in project/program management
- Automotive/Dealership retail or aftermarket experience
- Mopar or OEM Field Experience
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