District Service & Parts Manager

JOB SUMMARY:

Functions as liaison between the dealership, region, and national headquarters, ensuring the highest standard of assistance to dealers, customers, and assigned accounts. Consistently reviews and tracks service and parts dealer standards with assigned dealers to ensure continuous growth and customer satisfaction. Identifies, develops, and implements solutions to customer and product issues. Applies appropriate policies and procedures to ensure customer retention and effective use of company resources. Identifies, documents, and communicates product quality issues with dealers and customers to support Isuzu’s high level of quality, dependability, and uptime. The ideal candidate will be located in Northern California or the Colorado area.

PRINCIPAL DUTIES & RESPONSIBILITIES:

1. Promotes the sale and marketing of Isuzu services and parts to meet dealer and corporate objectives. This includes but is not limited to working with dealers' service departments, independent repair shops (IRS), and fleet accounts. Develops marketing strategies with dealers to increase potential parts sales and encourages the use of parts and service co-op to develop strategies.
2. Supports the lifecycle business process by routinely reviewing the dealership’s service process flow management, technical and management abilities, service intake objectives, vehicle uptime priorities, KPIs, etc. Recommends and reviews appropriate actions to improve areas of concern with dealership executives and service management. Works jointly with the Manager, Regional Fixed Operations, during the in-depth review process.
3. Builds customer satisfaction by working on vehicle uptime priority and general customer satisfaction cooperatively with dealer staff, local IRS, and fleet operators. This includes, but is not limited to, actively engaging Vehicle Down Report (VDR) or similar processes, customer assistance (CAS) needs, and general requirements from dealers and customers.
4. Provides administrative and review functions required by dealership, region, and corporate, related to dealer contact reports, warranty processes, lifecycle and technical training, support to TAC and product engineering, etc. Assists dealers in developing solutions to meet requirements of all parties while keeping the customer top priority. Supports regional and corporate activities to increase the Isuzu brand.
5. Performs miscellaneous job-related duties as assigned.