Export Parts & Service Sr. Representative (100375)

Export Parts & Service Sr. Representative (100375)

Requisition ID: 2533

Location:

Torrance, CA, US, 90501

Workstyle: Hybrid

Shift: 1st

Salary Range: $79,700.00 - $119,600.00

What Makes a Honda, is Who makes a Honda

Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint."

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda's, we want you to join our team to Bring the Future!

Job Purpose

This position is responsible for supporting American Honda's programs, policies and procedures of AHM automotive Export Distributors relative to Parts and Service warranty, recalls, campaigns, customer service, marketing, quality, technical inquiries and goodwill. The purpose and function of the Export Territory Manager is to ensure that distributors achieve all customer service satisfaction, fixed operations performance and business targets. The Export Territory Manager will be the Parts and Service window person for all Honda Export distributors with AHM's Regional HQ management. As such, all Parts and Service issues involving sales, technical, campaign, warranty and marketing groups will typically be initiated with the Export Territory Manager. In addition, distributor activities such as facility remodels, service level performance & analysis and new product readiness must be continually monitored.

Key Accountabilities

Distributor Parts and Service Management

• Develop and review policies & procedures with all levels of management and departments at export distributors and dealers to ensure the smooth flow of all customer inquiries, parts and service processes, campaign management and performance, warranty claims, authorizations and goodwill management for all automobile products produced in North America and selected regions that distribute to AH export distributors. Ensure that various departments within the service division and departments outside of the division understand their roles and responsibilities and how they fit into our goals and objectives; seek management support in each department to ensure buy-in at the associate level; attend all AH domestic warranty meetings to voice any issues and concerns as it relates to the export market.

• Coordinate with the Export Unit Sales division to be aware of all model types, production start date and sales start date at the MTOC (model, trim, option, color) level.

Improve distributor/dealer fixed operations performance

Work closely with distributors to implement and improve performance in seven key areas:

• Sales to Service introduction

• New Owner Workshop

• End of warranty customer retention plan (Service marketing)

• Express Service

• Clean and well organized facility

• Online Service appointments

• Provide fixed operations KOIs to AHM

Obtain and analyze data and workflow processes to establish baseline performance, identify areas of opportunity and work with distributors to implement corrective actions and best practices. Establish performance targets and objectives. Monitor and report on-going performance and make adjustments as necessary to optimize and mature the process. Focus initially on Tier 1 distributors then shift to Tier 2 distributors as improvements are implemented.

Customer Service

• Using the HACE scoring process for tracking customer service levels at the distributor level, communicate scores monthly and address any areas that are below target. For areas below target, create an action plan for improvement and provide monthly "checks" until scores are at or above target. Constantly strive to improve the current process through improved systems development, cost reduction activities and customer communication.

Campaign/Recall Performance

• Track each distributor for campaign/recall management using the established process and timeline. If a distributor falls below the target, an improvement plan must be implemented and tracked until targets are met. Poor performance will not be tolerated and if targets are not met, alternative processes or changes should be discussed with Sr. Management for implementation of corrective actions.

Warranty/Goodwill Management

• Warranty and goodwill requests must be handled in a timely manner and tracked by dollar amount, number of incidences and QIC submissions. Periodic warranty audits need to be completed on an as-needed basis.

Ensure proper understanding, training and adherence to AHM warranty policies and procedures

• Work with distributor/dealer personnel to ensure proper understanding of warranty processes and procedures. Coordinate with distributor/dealer to conduct training when and where appropriate. Implement proper training modules if necessary to address shortcomings/gaps in curriculum. Track and report on-going performance. Work to modify and adjust training curriculum/content to obtain best results.

Special Projects

• Management of special projects on an as needed basis.

Qualifications, Experience, and Skills

• BA/BS Degree or equivalent job-related experience

• The candidate should have a strong understanding of AHM Parts Service Division groups: Campaigns, Engineering, Technical, Sales, Warranty and Marketing

• Knowledge of Export business is a plus

• Good organization and written skills are needed

• PDCA knowledge and application is required

• Strong knowledge of personal computer software applications is required (Microsoft Word, Excel, PowerPoint, etc.)

• Knowledge of AH campaign, warranty and marketing processes and systems is required

• The ability to handle multiple tasks and work independently is necessary

• The candidate must have proficiency in data gathering and analysis

• Technical knowledge of fundamental automobile systems & components, engineering, features, future direction of vehicle systems is a plus

• Technical knowledge to diagnose and recommend repairs is a plus

• The ability to read, write and speak Spanish is strongly desired

• Travel expected: International, estimated 25%

Workstyle

• Hybrid

Benefits and Total Rewards

What differentiates Honda and makes us an employer of choice?

Total Rewards:

• Competitive base salary

Pay will be based on several variables that include, but not limited to geographic location, work experience, education, etc.

• Annual Bonus

• Industry-leading Benefit Plans (Medical, Dental, Vision)

• Paid time off, including vacation, paid holidays, sick time, and personal days

• 401K Plan with company match + additional contribution

Career Growth:

• Advancement opportunities

• Career mobility

• Education reimbursement for continued learning

• Training and Development programs

Additional Offerings:

• Wellbeing program

• Community service and engagement programs

• Product programs

• Free drinks onsite

What differentiates Honda and make us an employer of choice?

Total Rewards:

• Competitive Base Wages (pay will be based on several variables that include, but not limited to geographic location, work experience, etc.)

• Paid Overtime

• Regional Bonus (when applicable)

• Industry-leading Benefit Plans (Medical, Dental, Vision, Rx)

• Paid time off, including vacation, holidays, shutdown

• Company Paid Short-Term and Long-Term Disability

• 401K Plan with company match + additional contribution

Career Growth:

• Advancement Opportunities

• Career Mobility

• Education Reimbursement for Continued Learning

• Training and Development Programs

Additional Offerings:

• Lifestyle Account

• Childcare Reimbursement Account

• Tuition Assistance & Student Loan Repayment

• Elder Care Support

• Wellbeing Program

• Community Service and Engagement Programs

• Product Programs

• Free Drinks Onsite

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

Bring the Future

Honda is driven by a passionate workforce that is proud of the quality products we produce and the goals we aim to accomplish. Our associates charge forward through guidance of the Honda 2030 Vision: Lead the advancement of mobility and enable people everywhere in the world to improve their daily lives.

You're invited to

bring your skills, bring your background, and bring the future at Honda.

Apply today.

Dream. Create. Drive. Repeat.

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