Network Aftersales Coach (Southwest)

Position Summary:

Engage Heads of Business, Aftersales Management and Teams, in the business activity from launch, to ensure buy-in and implementation of agreed action-plans and sustainability.

Assessing designated businesses current processes, activities and cultures using programme tools in order to prioritise areas for improvement.

Delivering a structured coaching approach to designated businesses to deliver real and sustainable improvements in processes, communication and team working to deliver improved customer satisfaction and commercial performance.

Ensuring service levels are maintained to the client by consistently applying the coaching structure, using agreed analysis tools and presenting a professional image.

Role Purpose

To work with Retailers within the Volkswagen Group network to support improvements across a number of key performance indicators.

Role Scope

Working as part of a team to:

• Deliver improvements in a number of aftersales based Key Performance Indicators
• Working with business management and staff to root cause areas of underperformance and coach improved techniques in:
  • Customer Satisfaction
  • Commercial performance (EVHC)
  • Customer preparation and Technical Pre Plan
  • Team working and communication
  • Process improvement and quality management
  • Quality control processes and analysis
  • VWG systems understanding and utilisation
  • Facilitating sustainable solutions and continuous improvement
  • Staff development
     
• Ability to prioritise workload to deliver agreed contracted days
• Accurate and timely Administration
  • Visit Reports and SMART Actions
  • Consistent use of agreed analysis tools – to aid root cause analysis and objective feedback to client
  • MSXI –Activity tracking, Expenses, Mileage
• Build a close working relationship with VWG Area Teams other manufacturer field teams.