Service Market Support Co-ordinator - (PA1249) - Kariega at Volkswagen Group South Africa

Job Description and Responsibilities    

• Maintaining VW Alert roadside assistance programme for VW brand (handle queries, update training material, update booklets, conduct benchmarking)
• Ordering, distributing and tracking Alert vehicles after decal fitment, 
• Analysing generated reports, address non-contactable dealers, review VWAG requirements and participate in Tow-in Service Provider operational meetings.
• Co-ordinating and monitoring dealer Alert vehicle floor plan arrangements
• Publishing and managing Roadside Assistance Dealer Service Level Agreement.
• Managing video Service Phantom testing (Mystery Shopping) for all brands.
• Handling all customer queries that may arise from the usage of the vehicles during the Phantom Test (Mystery Shopping).
• Compiling Phantom test (Mystery Shopping) samples on MasterLis.com (Phantom test administration system)
• Ensuring testing is in line with VWAG requirements and act as South African Market Co-Ordinator.
• Investigating, piloting, implementing and maintaining new service programmes/concepts within dealer network for all brands. 
• Maintaining service and co-ordinate Retail Standards Audit for all brands.
• Backing office support to all Technical Field Force (TFF) and Regional After Sales Managers.

Education and Experience    

• National Diploma / Degree in any relevant Engineering field/ Marketing/ Business Management. 
• Minimum 3 years After Sales experience.

Skills, Attributes & Other requirements    
ESSENTIAL:

• Must be familiar with Dealer After-Sales operating procedures and Dealer Business Management
• Must have good presentation skills
• Must be a self-starter and be capable of working independently
• Must have proven problem-solving skills
• Be able to work under pressure and meet set deadlines
• Project Management Skills
• Strong Computer skills (MS Office) 
• Be able to communicate effectively within all levels of the organisation and with external stakeholders.

PREFFERED:

• Power BI competency