Parts & Service Process & Operations Lead

2 days ago

Oakville, Canada Ford Motor Company Full time

As a Centre of Excellence Parts & Service Process & Operations Lead (PSPOL), you will liaise with the Market Area Teams and overall Dealer P&S Operations to deliver on Sales, CX, and Customer Satisfaction objectives.

A successful COE PSPOL has exceptional communications skills, a fierce drive to succeed and a genuine passion for helping people. This is an integral role within the company where you act as an advocate and liaison for both the Company and our Dealers/Customers.

**Basic Qualifications**:

- Bachelor’s degree or Minimum 5 years Dealership Parts and Service experience
- Excellent organizational skills and experience in multi-tasking
- Strong communication and organizational skills (must be self-starter)
- Proficient computer skills
- French Proficiency is an asset

**Additional Skills**:

- Analytical - ability to synthesize information to understand issues and solutions.
- Critical Thinker - Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Highly Organized - Ability to multi-task and handle multiple ongoing projects at one time.
- Detail-Oriented - Understands that the details matter and that these details can build client trust, appreciation and respect.
- Flexible - Comfortable working in a fast-paced environment. Willingness to absorb team members’ input and change direction when needed.
- Clear Communicator - ability to write and present effectively in a remote environment.
- Adaptable - ability to respond to changing circumstances and to manage, solve problems, and provide solutions in a climate of ambiguity.

LI-Remote
- The COE PSPOL functions both as an advocate and liaison between the company and the dealers, with advocacy on both sides. The PSPOL will assist with dealer operational & process-related questions and concerns regarding:

- Warranty and FSA
- Parts operations
- CRC and AWA
- Ford/Lincoln Protect
- Liaison with Market Area Teams to facilitate the implementation of national P&S programs
- Engage on a regular basis with the Market Area MAM on execution of Parts Sales strategies
- Post-launch tracking, follow-up and support for key programs
- Development of tools to facilitate dealer engagement
- Demonstrate exceptional customer service by providing consistent, timely and accurate customer support
- Cross-functional internal collaboration to advocate for the voice of the customer to all relevant stakeholders internally
- Continuously improve the process by ensuring customer feedback is received and used to help the team generate and execute on ideas, to enhance overall customer success
- Demonstrate an ability to create partnerships and manage relationships to investigate and resolve customer issues

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