Brief Role Description

 To plan, facilitate and assist with the implementation of a Service Programme Development strategy aligned to the VW Group Service and franchise standards that leads to increased customer satisfaction and retention, increased service market share, increased Parts and Accessories turnover and Dealer workshop profitability

Possible Tasks within this Role

• Maintaining VW Alert roadside assistance programme for VW brand (handle queries, update training material, update booklets, conduct benchmarking)
• Ordering, distributing and tracking Alert vehicles after decal fitment,
• Analysing generated reports, address non-contactable dealers, review VWAG requirements and participate in Tow-in Service Provider operational meetings.
• Co-ordinating and monitoring dealer Alert vehicle floor plan arrangements
• Publishing and managing Roadside Assistance Dealer Service Level Agreement.
• Managing video Service Phantom testing (Mystery Shopping) for all brands.
• Handling all customer queries that may arise from the usage of the vehicles during the Phantom Test (Mystery Shopping).
• Compiling Phantom test (Mystery Shopping) samples on MasterLis.com (Phantom test administration system)
• Ensuring testing is in line with VWAG requirements and act as South African Market Co-Ordinator.
• Investigating, piloting, implementing and maintaining new service programmes/concepts within dealer network for all brands.
• Maintaining service and co-ordinate Retail Standards Audit for all brands.
• Backing office support to all Technical Field Force (TFF) and Regional After Sales Managers

Qualification requirements

National Diploma / Degree in any relevant Engineering field/ Marketing/ Business Management or IT / Computer Science

Experience needed

Minimum 3 years After Sales experience/ Data Analytics/ System Development

Essentials

• Must be familiar with Dealer After-Sales operating procedures and Dealer Business Management
• Must have good presentation skills
• Must be a self-starter and be capable of working independently
• Must have proven problem-solving skills
• Be able to work under pressure and meet set deadlines
• Strong Project Management Skills
• Strong Computer skills (MS Office)
• Be able to communicate effectively within all levels of the organisation and with external stakeholders.

Added Advantage

Advanced Power BI Competency
Advance Excel
Data mining/ Analytics

Note:

Please upload a coy of your ID and Qualifications to be considered for this position.