Evaluation and Monitoring
Conduct regular visits to dealerships alongside the distributor to comprehensively assess their performance.
Carry out 360° evaluations that include training, technical support, and customer service aspects.
Gather and analyze information on customer satisfaction, retention, and profitability.
Monitor key indicators such as NPS (Net Promoter Score) and progress on service campaigns and ECN recalls.
Quality Management and Standards
Verify compliance with service standards according to established guidelines.
Review workshop structures in line with factory-defined manuals.
Ensure the implementation of corporate programs and brand guidelines at the dealerships.
Analysis and Reporting
Consolidate weekly reports on immobilized units due to parts supply and diagnostics.
Provide the distributor with satisfaction and management indicators to develop action plans.
Process Optimization
Advise the distributor on optimizing service workshop operations.
Support the implementation of improvements to increase profitability and customer satisfaction.
Claims Management
Assist the distributor in handling and resolving customer complaints.
Supervise the warranty process and ensure its proper application.
Special Projects
Collaborate on special projects required by the department, contributing technical and management expertise.
Technical Assistance and Support
Provide support to the distributor by resolving questions about diagnostic procedures.
Assist in locating relevant technical information for the distributor.
Advise on the technical features of vehicle brands and models.
Planning and Control
Follow up on quarterly visit and audit plans for TQC dealerships.
Monitor action plans derived from service audits and evaluations.
Generate early warnings about risks that may impact customer satisfaction.
Network Management and Communication
Act as a liaison between the factory and the distributor, ensuring the proper transmission of policies, campaigns, and guidelines.
Participate in follow-up meetings with aftersales departments to align common goals