Overview

Who we are

To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.

Who we're looking for

Lexus Guest Experience Department is looking for a passionate and highly motivated Service Performance Analyst.

The primary role of this position is to develop and execute Service Performance strategies to increase dealer fixed operations performance and sales.

Reporting to the Service Operations Mobility Manager the person in this role will support the Guest Experience department's objective to improve Service Performance while optimizing the guest experience.

What you’ll be doing

• Manage Service Op Codes for LexusCare service and work with ServiceView to support accurate CPRO reporting.
• Identify stall utilization by dealers and provide recommendations to Lexus field offices for improvement.
• Provide Shop Flow analysis, data, tools, and recommendations for dealer and field use.
• Coordinate Service Pricing Guide integration with DMS, and Monogram Service for consistent service pricing online, in person, and through BEC’s or dealer phone estimates.
• Maintain LexusLearn with service operations training and resource materials the field and dealers can use to support CPRO growth and best practice sharing.
• Partner with Warranty (Claims Processing System - CPS), ServiceView Customer Central, Toyota Information Systems (TIS)/Service Lane, Product Quality & Service Support (PQ&SS), Fleet, Service Parts Accessories Development (SPAD), and others regarding the development and implementation of system enhancements necessary to accommodate new product launches, multiple service schedules, new metrics, and reporting
• Confirm systems are built properly to accommodate any unique vehicle maintenance requirements and dealer claims accurately conform with the program requirements
• Initiate process improvements to elevate the success of the programs
• Collaborate with the Lexus Field to support dealers with their Lexus Luxury Care and LexusCare Service-related inquiries such as program guidelines, reporting, and claims processing
• Partner with LFS in helping customers transition from Lexus Luxury Care and LexusCare Service. Pre-paid maintenance is our greatest opportunity to raise customer retention once LexusCare expires
• Work with Business Partners and Toyota Motor North America (TMNA) internal departments to develop, enhance, and distribute system tools and reporting designed to both track and improve LexusCare redemption rates and improve overall retention
• Partner with digital marketing team members to ensure Lexus Luxury Care and LexusCare Service awareness and execute marketing and sales strategies
• Ensure Retention materials are up to date including delivering presentations during global executive visits, interns, District Service & Parts Manager (DSPM) field meetings, and the new team member onboarding process
• Lead various retention & loyalty operations projects as they arise
• Collaborate with the Service Operations Mobility Manager to ensure the department budget is reconciled monthly
• Prepare month-end PPM reports for the department
• Coordinate LDS/LTS function with Lexus College including:
  • New rules
  • New Reporting
  • Chatter
  • Enhance Program/ Delivery Checksheet
  • LDS/LTS Payout

What you bring

• Bachelor’s degree (or higher) in Business, Communications, or a related field or equivalent professional work experience
• Knowledge and working experience with Lexus Areas/Toyota Regions/Private Distributors (PDs) to build support in achieving department goals
• In-dealership contact and related experience
• Experience with Toyota’s Claims Processing System (CPS)
• Experience developing and executing retention strategies to create awareness and product visibility
• Strategic thinker with strong problem-solving skills and the ability to analyze current programs/projects to recommend future strategic directions
• Project management skills include conceptualization, driving alignment, planning resources, managing deadlines, and objectives, and delivering analysis and recommendations
• Knowledge in Microsoft Office (i.e. Word, Excel, PowerPoint
• Excellent communication and presentation skills - written, verbal, and interpersonal
• Experience working in a dynamic, high-volume, fast-paced, deadline-oriented environment

Added bonus if you have

• Experience leading retention efforts in the automotive industry.
• Ability to build strong, strategic relationships within TMNA, Toyota Financial Services (TFS), affiliates, and Business Partners.
• Experience in Customer 360 (C360) and/or Toyota Information Systems (TIS)/Service Lane as well as CPS.

What we’ll bring

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

• A work environment built on teamwork, flexibility, and respect.
• Professional growth and development programs to help advance your career, as well as tuition reimbursement.
• Vehicle purchase & lease programs.
• Comprehensive health care and wellness plans for your entire family.
• Flextime and virtual work options (if applicable).
• Toyota 401(k) Savings Plan featuring a company match, as well as an annual retirement contribution from Toyota regardless of whether you contribute.
• Paid holidays and paid time off.
• Referral services related to prenatal services, adoption, child care, schools, and more.
• Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)

Belonging at Toyota

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10+ different Business Partnering Groups across 100 different North American chapter locations that support team members’ efforts to dream, do and grow without questioning that they belong. As a company that has been one of DiversityInc’s Top 50 Companies for Diversity and a member of The Billion Dollar Roundtable supporting minority and woman-owned suppliers for over 10 years, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

Have a question or need assistance with your application? Please send an email to talent.acquisition@toyota.com.