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リージョナルアフターセールスマネージャー/Regional Aftersales Manager

Job ID: 9759265
Career Area: Service & Parts/Warehouse
Job Category: Aftersales
Location: Minato-ku, Tokyo
, JP
Date Posted: June 21, 2019
Brand: FCA Group

Job Overview
レポート先: Customer Services General Manager
勤務場所: Tokyo, Japan

FCA Japanのサービス戦略に基づいて販売店のサービスビジネス、プロセス、サービス体制及び、サービス収益の改善に向け営業活動、コンサルタント業務を行う

(1) 担当ディーラーのサービス部門の売上向上・収益改善
(2) ボーナスターゲット達成のための補修部品及びアクセサリー販売計画策定及び活動
(3) サービスレポート(CS、ディーラー収益、パーツレポート、ワランティレポート、ディーラースタンダード)の分析及び改善提案
(4) アフターセールスマーケティング活動のサポート
(5) 顧客満足度の向上
(6) 販売店のサービスプロセス改善のためのコンサルティング
(7) 純正パーツ、アクセサリーの販売促進
(8) アフターセールス戦略及び新規ビジネスの導入
(9) アフターセールスKPIの収集及び分析を行いサービスマネージャーへのアドバイス(KPI:作業率、作業効率、生産効率、工賃売上、防衛率、アクセサリー売上/新車登録台数、補修部品売上/出庫台数、部品即納率)
(10) ディーラースタンダード(施設、設備、組織及びプロセス)の導入及び評価、改善活動
(11) 新規ワークショップレイアウトの確認及び新規店のサポート 
(12) サービスマネージャー、サービスアドバイザー、サービススタッフへのコーチング及びアドバイス
(13) 販売店毎のサービスキャパシティプランの分析
(14) ディーラー毎の具体的なCS改善計画策定及び実績確認(PDCAマネージメント)
(15) 販売店とFCAJ間の顧客クレーム対応コーディネート

Position: Regional Aftersales Manager
Department: Customer Services
Report to: Customer Services General Manager
Location: Tokyo, Japan

-Consultant for improving dealer service business & process, service structure & service profit based on FCAJ service strategy
-Enhancement of RAM’s activities. (Strategy, Target setting, Progress, Result, and

◆P&A, Service programs sales & promotion activities (40%)
(1) Sales improvement and profit recover in charge of dealer at service department
(2) Plan and enhance Parts and Accessory sales to achieve aftersales bonus target
(3) Promote genuine parts & accessory
(4) Support for after sales marketing activity
◆Customer satisfaction and service retention improvement activities (20%)
(1) Improve customer satisfaction
(2) Make a concrete CS improvement plan dealer by dealer and follow up (PDCA
(3) Coordinate for customers complain between FCAJ and dealer
◆Consultation activities related to aftersales /service business and process of dealership (40%)
(1) Proposal for calculation and improvement of various service reports (CS, Dealer, Parts, Warranty, Standard etc.)
(2) Consultant for improvement of service and process
(3) Implement AS Business Strategy Concept
(4) Collect / Analysis Aftersales KPI and advice service manager to improve their business (KPI: Workshop efficiency, productivity, utilization, labor sales, service retention, accessory sales/new car registration, repair parts sales/throughput, availability )
(5) Implement / evaluate dealer standards (facility, equipment, organization and process)
(6) Consult new workshop layout and support for dealer open
(7) Coaching and advising for Service manager / Service adviser / Service staff
(8) Analysis service capacity planning for dealer by dealer

・基本的な英語スキル(TOEIC 500点)


・Japanese proficiency (Native level)
・Self-started and good at communication with both dealer principal & mechanic staff
・Strong negotiation skills
・More than 5 year sales/ consultation work experience
・Possess know-how to promote sales & to improve service retention
・High school diploma or equivalent
・Intermediate level of PC (Word, Excel, PowerPoint)
・Driver’s license

・Experience in dealer/Importer aftersales business more than 5 years
・Knowledge of workshop / parts operation at car dealer
・Knowledge of aftersales KPI
・Knowledge of Core-process of service operation at car dealer
・English proficiency (TOEIC 500+)

The direction and speed at which FCA is pursuing the future will create attractive opportunities for decades to come. Particularly as we put great emphasis on the cultivation of talent with development programs that support career advancement. FCA Japan will never stand still and neither will you.

Our benefits reflects the FCA commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life.

As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired.