- Dealer Workshop Management:
- Monitor and guide dealer workshops on operational efficiency, manpower productivity, and workshop infrastructure.
- Ensure adherence to Kia's service processes, SOPs, and standards.
- Regular audits and performance reviews of service dealerships.
- Customer Experience Enhancement:
- Drive CSI (Customer Satisfaction Index) & NPS (Net Promoter Score) improvements through dealer support.
- Handle escalated customer complaints, analyze root causes, and provide resolution strategies.
- Support dealers in managing customer retention and loyalty programs.
- Service KPI Monitoring:
- Track KPIs such as revenue, labor utilization, job mix, parts-to-labor ratio, warranty costs, etc.
- Identify gaps and provide training or process corrections to improve metrics.
- Technical Support & Training:
- Coordinate with the technical team for complex issues and support dealers in field fixes.
- Conduct regular on-site training and knowledge sharing sessions for dealer service teams.
- Warranty and Policy Compliance:
- Monitor warranty claims, evaluate claim trends, and ensure compliance with corporate policies.
- Support in implementing field actions, service campaigns, and recalls.
- Market Feedback and Reporting:
- Provide feedback to HO on product performance, recurring issues, and regional trends.
- Submit monthly reports on dealer performance and field activities.
Dealership Handling, Aftersales, Field Service, Service Operations
