Key Accountabilities

Strategic

• Define and executive the national service strategy in alignment with brand positioning and corporate growth objectives
• Align service infrastructure with long term business needs including capacity, resources planning and new technologies
• Define and lead the implementation to net promoter score (NPS) and customer experience KPI's
• Lead transformation initiatives
• Develop national service revenue growth plans through strategic initiatives
• Establish and ensure uniform implementation of OEM-aligned service quality, operational and technical standards across all service centers
• Lead and mentor regional service heads and dealership service managers nationwide
• Partner with OEM counterparts to align on product launches, service readiness and performance targets

Operational

• Oversee all service and technical operations across the dealer network to ensure efficiency, quality and OEM compliance
• Drive achievement of KPI's including productivity, trunaround time, first time fix rate and service revenue targets
• Monitor and improve workshop capacity planning, technician utilization and process flow

• Develop the annual service department budget and manage cost control across all service operations

  People Management

• Build, lead and motivate a high performing national service team to consistently achieve operational and customer service objectives

• Identify training needs, develop internal talent and ensure ongoing coaching and leadership across service teams.

  Product/ Process Improvement

• Plan, develop and monitor the national service network in alignment with brand strategy and customer demand
• Conduct regular assessments of service centers and panel shops for compliance with dealer standards
• Recommend updates and enhancements to service standards, tools and infrastructure annually or as needed