Description

Job Description

Collaborate with dealers and Lincoln's Service Central team to boost aftersales revenue, loyalty, and performance through data analysis, regular site visits, and improvement initiatives. Manage dealer inquiries, implement service policies and marketing campaigns, track scorecards and customer retention, handle claims, report quality issues, and ensure full adoption of IT tools for enhanced service operations.

Responsibilities

• Closely work with dealers and Lincoln service central team to improve Lincoln aftersales business and retain/enhance customers' and dealers' loyalty with Lincoln brand
• Fast respond to dealers' inquiries of service operations. Analyze dealers performance on regular basis and report out to dealers and management for further decisions
• Deliver revenue/profit performance (parts, accessories and ESB). Explore opportunities for business growth by working with dealers and Lincoln service central team
• Dealers' performance tracking and analysis on regular basis, incl. customer retention, Lincoln service scorecard performance
• Regular dealer on-site visits. Request and implement improvement actions if finding shortfalls on service facilities, personnel, equipment, process, technical capabilities and operation issues
• Communicate and implement service policies and dealer scorecard. Implement the central-driven service marketing campaigns and service activities
• Handle customer claims and continuously drive customer satisfaction by working with the Customer Experience team
• Report product quality issue and relevant claims collected from the field by working with SEO team and Customer Experience team
• Proactively diagnose dealers service performance data by ensuring Lincoln IT tools full roll-out

Qualifications

• Education Qualification: Bachelor degree or above, technical or engineering background or MSS background is preferred
• Years of Experience: 5 years or above
• Preferred Previous Experience: Previous experience working with dealers.
• Behavioral Skills: Good communication skills and team working attitude
• Special Knowledge/ Skills Required: Able to read and write in English. Proficient in computing operating, especially Excel, Word, and E-mail system