Responsibilities for Internal Candidates
•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 for Internal Candidates
•Education
