purpose of the position:
to ute provide onsite coaching with training at dealership f ohs
implementation
key responsibilities:
representing volvo as a dealer’s consultant to enhance with onsite coaching with training at dealership f the following:
1. customer satisfaction
• presentation training program
i. tails make presentation of customer service techniques
to the needs of volvo dealerships as expressed by dealer
staff.
ii. this may also train the dealer’s staff to lead customer
services initiatives.
• evaluation analysis
i. an onsite evaluation as an outsiders perspective
analyses dealer’s customer service practices. this
requires talking with utives, managers customer
service representatives.
ii. make use of cem result inspect dealer dms, phone
systems, facilities customer service policies
procedures.
iii. recommendation improvements to existing practices,
offers training may suggest new approach to improve
customer satisfaction.
• customer service process –front line
i. personal service adviss (psa) is trained through volvo
stardize process flow. in this context, psa tocommunicate with each customer to discern his her needs responding by suggesting an appropriate
product service with problem solving.
2. lean process management (waste)
• provide training on lean process can be applied to customer
service will help dealers produce exemplary results f high
efficiency.
• to be effective, your task is to provide solid foundation that will let you identify reduce variation in any process within customer service at dealership by optimal all level of resources, creating many opptunities f improvement.
i. class room practical onsite training
ii. focused on pdca approach
iii. includes real customer service background experience
• effectively make use of the full resources that improve technicians skills, expertise, innovation high perfmance in wk is the key objective.
volvo car china – job deion
prepared by customer service dept dated 12th may 2013 page 2 of 3
• during onsite suppt, your task is to focuses on the use of the customer service wkshop process flow practices
empowering resources to create value f customer by eliminating
the waste that occurs in the process by making me effective efficient with better output of service quality.
3. kaizen concept (improvement)
• understing of 6ws cpate growth (what, where, when,
who, how know why with clear vision, values capabilities)
• leading ohs dealer’s team with coaching provided to underst the change benefit through:
• why – vision capabilities
• what – creating value
• where –goals strategies
• who – target group
• how – practise
4. 5s management (house keeping management)
• implement set up 5s management concept at dealership that applied in all wk. the key point is to provide a wkplace is
clean, neat, safe comftable that will offered service with
high quality, reduced cost, timely completion, guaranteed
safety with high mal at secured environment.
• identified inefficiencies within, remove all the waste by keeping the wkplace neat tidy, then a safe wking space is
maintained thus employees feel that the areas in which they
spend all of their wking days are clean, tidy good to wk in.it’s a way of improving business whilst taking into ac the environmental needs of the staff.
• onsite exercise wking with dealer to ensure mutual agreement
is agreed upon f the change of the neat with visualise wkplace
• dealership staffs are train to clean up ganise the wk area everyday
• train the ohs leader (on) with an overview on gap identified
with improvement action plan to ensure sustainability became an habit in his her daily wking life.
5. other assigned tasks projects.
-----------------------------no. of positions:1
全职
本
qualification:
- education: bachel degree in operations management, automotive engineering similar field
- minimum 3 years hs-on, practical experience with customer service operations
- minimum 3 years of aftersales managerial role
- minimum 2 years functional experience in one me of the following areas: customer der management, field service & logistics, spare parts planning management, customer service process flow wkshop
process flow
- 3 years automotive dealer management relevant experience in premium segment
analytical skills experience with aftersales kpi quantitative analysis
- excellent in business communications, both written al f english is
a plus
- strong basic customer service business process flows functional
activities
- hs-on experience with customer service framewks tools such as
customer satisfaction, wkshop planning, customer service process flow
strong in planning skills
- expert in customer service process customer satisfaction
- willingness to travel up to 100%
- cet-6/tem-4 equivalent al written english level
- professional appearance personality to deal directly with dealers
be a representative f the br to customers if necessary
- self-motivated committed to the compliance with cpate integrity
- extensive understing of automotive franchising daily business
- proficient with microsoft office & other common computer applications
- background from lean, kaizen 5s management concept is a plus
- good knowledge level of volvo on commercial/technical systems is a strong plus.