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Service Market Support Co-ordinator

4 months ago

Kenton on Sea, South Africa Volkswagen Group Full time

**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).
- 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