District Manager Aftersales (DMA) - Harrisburg, PA

Job Description

Job Description

This is a Hybrid position within our CCA Organization. The role will allow employees to work offsite but will also require onsite work based on business needs. The selected candidate will be expected to commute to the innovation center to which they are assigned as their primary GM facility. This position requires an employee to be onsite 1-4 x per year. Relocation may be provided.

The selected candidate for this role will assume territorial responsibility of a specific GM Market, and will reside in:

• Harrisburg, Pennsylvania

Our goal at General Motors is to deliver extraordinary customer experiences at every touchpoint and do so on a foundation of trust and transparency. Our diverse team of 155,000 employees brings their collective passion for engineering, technology, and design to deliver on this ambitious future. And the bold commitments we’ve made are moving us closer to realizing this vision.

GM’s people will always be our greatest strength and the CCA organization is growing! The Customer Care & Aftersales (CCA) organization is a division of General Motors that supplies replacement parts and automotive services through GM’s network of dealers and other partners in over 100 countries around the world!

The District Manager of Aftersales has territorial responsibility for the administration of the Sales and Service Agreements that exist between GM and its dealers. They work collaboratively to develop and implement comprehensive business plans to grow revenue, increase profitability, and improve the service lane experience to earn customers for life.

This role has responsibility for developing consultative dealer relationships designed to achieve financial sales targets and drive core dealer processes that improve customer retention and fixed operation coverage. Key responsibilities include assisting dealer service and parts operation in the ordering, selling, and/or servicing product, with an emphasis on customer retention and service merchandising. Work involves a considerable amount of consultation and creativity, perception, and initiative with wide latitude for independent action.

Key Job Requirements:

• Thoroughly prepare for each standardized dealer contact by identifying dealer priorities/needs, reviewing relevant reports, and preparing an agenda that addresses GM’s and the dealer’s sales, retention, and revenue priorities.
• Achieve sales objectives for district by collaborating effectively with customers to improve the fixed operations overall customer experience, retention, and profitability.
• Routinely identify follow-up or action items for next contact.
• Analyzes parts department inventory management processes to eliminate waste, increase parts loyalty and profitability and improve efficiencies.
• Ensure systems and processes are in place to resolve and process warranty claims according to GM policies & procedures.
• Evaluates customer experience based on data and observations, and steers continuous improvements / problem resolution to build customer loyalty, including customer happiness performance, mystery shops, service lead close rates, etc.
• Improve marketing and merchandising plan, including dealership’s digital presence, against GM brand direction, current market trends and dealership’s customer needs to identify business opportunities.
• Develop and execute retail marketing plans with a mission to improve – Product, Price, Place, Promotion.

Competencies:

• Builds Relationships
• Communicates Powerfully and Prolifically
• Drives for Results
• Problem Solving
• Demonstrates Innovation and Creativity
• Shows Initiative
• Resourcefulness
• Encourages & Motivates Others to High Performance
• Immersed and active in CCA Drive to Great cultural initiative

Additional Job Description

Qualifications:

• Bachelor’s Degree or, relevant experience
• Strong knowledge of car parts and service systems
• Understanding Metrics and Reports
• Experience with dealer operating reports and fixed analysis tools.
• Training & Facilitation of Meetings (dealer meetings, dealer personnel training).
• Feedback, Coaching, and Conflict Resolution.
• Basic Automotive Technical knowledge of:
• Information Management (utilizing & interpreting appropriate reports and resources)
• Prioritization of Personnel Resources
• Networking (building rapport with dealership & GM personnel)
• Computer, Data and Analytic Skills
• Fundamental understanding of consultative selling skills
• Basic knowledge and understanding of dealership service Business Development Centers
• Fosters open, inclusive culture that supports learning and encourages collaboration.
• 100% geographically mobile

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] . In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.