Manager, Genesis After-Sales (South Central Region)

At Genesis, we've rethought our business and created cars that combine performance, quality, design and innovation into a complete package.
It's time you rethink what you expect from an employer.
At Genesis, we understand you're not just building a career - you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.
Location
Eastern Region
Mid-Atlantic Region
Mountain States Region
South Central Region
Southern Region
Western Region
Central Region
Purpose
~ The Aftersales Market Manager (AMM) serves as the liaison between Genesis Motor America and the Genesis stores. This person works to improve retailer performance in the areas of customer retention, customer satisfaction, parts and accessory sales and profitability. The AMM communicates, implements, and assists retailers through programs, policies, and procedures, which develop and promote well -managed, profitable parts and service departments. Candidate must be able to analyze retailer parts & service operations, identify deficiencies and recommend corrective actions to ensure retailer provides proper Genesis brand image while improving retailer profitability.
Major Responsibilities
~ Regularly contact retailers to communicate, implement and administer GMA programs, policies and procedures.
~ Monitor and advise retailer and regional management of retailer's performance/adherence to policies and procedures in such areas of Customer Retention, Parts Sales, Parts Inventory Control, Fixed Operations Training, Warranty Administration, Consumer Affairs, Customer Satisfaction, etc.
~ Communicate GMA assigned objectives and work with retailers to ensure progress towards attainment of objectives.
~ Provide technical support as required to verify vehicle operating issues, warranty repair procedures and customer concerns.
~ Provide feedback to GMA in written reports.
~ Monitor retailer performance with respect to the GMA retailer agreement.
~ Provide recommendations on operational improvements to Retailer and store managers, which maximize customer retention, customer satisfaction, operational effectiveness, market penetration, and retailer parts and service profitability.
~ Ensure consistent training attendance and participation at regional and satellite training classes.
~ Work through retailers to implement processes that improve Customer Retention and Customer Satisfaction, manage the resolution of customer complaints within an assigned district
Major Responsibilities (continued)
~ Meet with customers as required to resolve concerns
~ Maximize Parts & Accessory Sales in assigned district
~ Administer GMA Goodwill funds to improve Customer Satisfaction and increase re-purchase intent.
~ Represent Genesis Motor America in Better Business Bureau, State Lemon Law cases; assist corporate attorneys in developing the company's case and position
~ Special projects and assignments.
~ Extensive overnight travel required.
Authority
~ Quickly identify areas of deficiencies in the Parts and Service departments and make reasonable suggestions for corrective action.
~ Analyze technical concerns as needed and authorize repairs within Genesis policies and procedures for both warranty and goodwill expenses.
~ Authorize discretionary spending for parts expenses that fall into a goodwill type of situation.
~ Evaluate situations involving customer disputes/concerns and approve the appropriate level of financial assistance to resolve the concern in the best interest of both the customer and Genesis Motor America.
Education
~ Must be a high school graduate
~ Bachelor's degree preferred
Related Experience
~ Five to seven years of experience of which at least three years of directly related wholesale experience in automotive.
~ Retail experience a plus.
~ Industry Knowledge - Automotive Retail.
~ Demonstrates a sound understanding of automotive dealer sales/service/parts operations and financial services; uses knowledge and experience to improve operational performance.
Skills/Knowledge
~ Strong written and oral communication skills, competent PC user, Proficient in the use of Windows based software applications including Microsoft Excel, Word, Power Point.
~ Problem Solving: Uses qualitative and quantitative analytical skills to solve difficult problems; suggests and tests well-reasoned solutions.
~ Customer Service Skills: Seeks to understand customer needs and expectations; understands the customer's position, develops and implements solutions to meet the customer needs; looks for opportunities to become involved.
~ Business and Financial Literacy: Demonstrates sound fundamental understanding of business concepts that impact the success and profitability of the organization; understands the implications of key financial indicators; uses financial information to assess the impact or viability of alternative actions.
~ Organizational/Planning Skills: Able to apply the methods used to control multiple projects including documentation, prioritizing, tracking, follow-up, and follow-through.
~ Negotiation/Problem Resolution Skills: Builds relationships demonstrates integrity and trustworthiness brings conflicts and disagreements into the open and effectively negotiates a resolution; is persuasive and thinks well in impromptu situations. Maintains stability of performance under pressure; reacts well to emergencies; maintains positive composure and confidence in adverse situations.
~ Performance/Results Focused: Drives for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles tracks and prioritizes work; sets high standards of performance; pursues aggressive goals and works hard to achieve them; maintains stability of performance under pressure.
Certification
~Driver's license and good driving record required to drive a company car.
Physical Requirements
Normal office duties
Business travel as needed
Travel: 75% - 100%
Work Model
Field
Affiliate
#Genesis
Compensation
$85,400.00 - $122,000.00 Annual
Benefits
Benefits include healthcare insurance (medical/prescription, dental, vision), 401(k) company match, a quarterly employer enhanced contribution, basic life insurance, short- and long-term disability, employee assistance program (work/life balance programs and confidential counseling), expert medical services (provider referrals, second opinion), business travel accident insurance, health advocacy (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits), annual discretionary bonus, accrued vacation pay, company provided sick pay, vehicle lease program (monthly fee includes insurance and maintenance).
Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.