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Regional Parts / Service Manager (Downers Grove, Illinois, US)

At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and time off starting at 14 days per year. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.

Status

Exempt

Summary

The primary purpose of this position is to enthusiastically lead the region’s efforts toward attainment of regional objectives for Customer Satisfaction, Parts & Accessory sales, Warranty cost control, Service owner retention, parts inventory management, training, and other activities which support the sale of Kia products. Their role includes development and implementation of business plans, overseeing the utilization of Corporate programs, and guiding, developing, motivating and overseeing the effective performance of District Parts and Service Managers (DPSM), their respective dealers, and any other assigned employees.

Major Responsibilities

Priority: 1st - 35%

Customer Satisfaction - Assist in the design, implementation, and execution of Regional after sales activities to support customer satisfaction improvement.

Priority: 2nd - 20%

Parts & Accessories Sales- Design and/or implement Regional and Corporate fixed operations marketing and after sale support programs to contribute toward achievement of parts and accessory sales objectives.

Priority: 3rd - 20%

Warranty Expense Management – Oversee DPSM activities related to the monitoring of dealer Warranty Expense, ensuring compliance with policies & procedures, and implementation of corrective actions where necessary.

Priority: 4th - 15%

Service Owner Retention - Assist in the design, implementation, and execution of Regional after sales activities (i.e. dealer process improvements and marketing efforts) to support Service Owner Loyalty improvement.

Priority: 5th - 10%

Dealer Parts Inventory Management- Oversee DPSM activities related to the effective implementation and utilization of Dealer parts inventory management tools to enhance the quality of Dealer parts inventories.

Education/Certification

Bachelor’s degree or equivalent work experience and demonstrated skill are required
Master’s Degree preferred
Technical Certificates a plus

Overall Experience

6 to 8 years automotive experience, preferably in both retail and automotive manufacturer/distributors

Directly Related Experience

Wholesale (at the OE level) and retail (at dealership level) experience desirable

Skills

Demonstrated evidence of retailer operations and business, either formal education or automotive related experience.

Demonstrated ability to negotiate and resolve retailer and customer issues, consistent with KMA policies/procedures.

Advanced PC skills in a Windows environment (Excel, Word, and PowerPoint) required.

PC skills including Microsoft Word, Excel, Power Point

Must have excellent verbal and written communication skills

Competencies

Care for People

Chase Excellence, Every Day

Dare to Push Boundaries

Empower People to Act

Move Further, Together

Pay Range

$130,919.00 - $188,879.34

Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.

Equal Employment Opportunities

KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law. KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices. The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.

Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Escalated Case Supervisor (Irvine, California, US)

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.

Status

Exempt

Summary

The Escalated Case Supervisor is responsible for the supervision of the Escalated Case Administrator (ECA) team members as they work to resolve escalated cases in a timely manner in support of customer satisfaction and established policies and procedures, as well as administering their own casework and serve as a corporate representative in legal matters on occasion. The position works with customers, attorneys, dispute settlement entities, Attorney General offices, and others in resolving customer and vehicle service issues.

The Escalated Case Supervisor is also responsible for (1) daily case dispatch and reporting, (2) the development of necessary training, including “best practice” documents, to streamline the successful onboarding of new ECA team members and (3) providing one-on-one mentorship to team members as necessary.

The position significantly impacts and contributes to the organization through increased owner retention, improved customer/dealer satisfaction, identification & reporting of product quality issues and minimization of fiscal cost to KUS for non-compliance of any state or federal statutes.

Major Responsibilities

1st Priority - 50%

Supervise ECAs to ensure successful case administration & policy & procedure compliance by (1) daily case dispatch in a balanced manner, (2) monitoring the Daily Open Case & Active Case Reports to ensure follow up dates & status levels are appropriate & accurate, and intervene as necessary to provide additional support & direction, (3) developing & administering training & best practice reference materials, (3) providing one-on-one mentorship as necessary, and (4) taking supervisor escalation calls for resolution & identification of needed action within the team to avoid recurrence.

2nd Priority - 20%

Timely case management in accordance with established policy & procedure & any compliance date deadlines, including thorough case & vehicle history review & case documentation, and customer communication to understand their needs and find solutions as a customer advocate.

3rd Priority - 20%

Consult with and coordinate activities among Kia resources (Field Technical Specialist, Product Quality, District Parts and Service Manager, Parts, Legal Department) to successfully repair vehicles in a timely manner for both directly owned cases and cases owned by the ECA team.

4th Priority - 5%

Supervisor the timely and accurate administration of goodwill & vehicle repurchases in accordance with established policy & procedure for cases owned, as well as the other ECA team members.

5th Priority - 5%

Supervise the completion of all required KU Training for self and the ECA team, quarterly TREAD review of cases to ensure compliance, attendance & participation in depositions, trials, or small claims court on an as needed basis, support of other tasks and projects as assigned in a timely and complete fashion.

Education/Certification

Bachelor’s degree or equivalent work experience required

Overall Experience

Minimum 4+ years experience within a customer support environment
Minimum 4+ years analytical and administrative support experience in automotive industry
Experience working in a fast-paced dynamic work environment

Directly Related Experience

Knowledge and understanding of automotive lemon laws and administration of the various state specific lemon and title-branding/disclosure law requirements and third party arbitration processes and procedures is required
Minimum of 4 years experience in customer vehicle repurchase claim handling
Supervisor experience is a plus

Skills

Excellent oral, and written communication skills, with ability to present to a wide variety of audiences

Well-organized with analytical and problem solving skills

Demonstrated customer contact skills with ability to address & resolve difficult situations

Well-organized, with ability to multi-task & complete projects as assigned

Proficient with Microsoft Office Suite – Outlook, Excel, PowerPoint

Minimum 50+ wpm typing skills

Competencies

Care for People

Empower People to Act

Chase Excellence, Every Day

Move Further, Together

Dare to Push Boundaries

Pay Range

$74,859.00 - $100,227.00

Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.

Equal Employment Opportunities

Retail Operations Instructional Designer (Irvine, California, US)

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.

Status

Exempt

Summary

Under the supervision of the Sr. Retail Operations Training Manager, the Retail Operations Instructional Designer will be responsible for designing, developing, and evaluating professional, outcomes-driven learning experiences and training curriculum aimed at non-technical automotive retailer personnel ensuring they have the skills and knowledge in the area of aftersales/fixed operations (non-technical service, parts, and warranty) functions. There may be the need for support in the area of sales training as well, such as new product training, to be determined by business needs. The Instructional Designer will perform these responsibilities with occasional guidance from the Retail Operations Training Manager.

Based on management direction, input from key stakeholders, and key business indicators, a needs analysis is performed by the Instructional Designer to determine if a training deficiency exists. This could include the areas of customer interaction, problem-solving, soft skills, and service excellence. If a skill or knowledge deficiency is determined, an appropriate training solution is proposed. The Instructional Designer then develops specific training goals and objectives, along with a training design and methodology proposal as a countermeasure to address the job performance deficiency. In the case of new product training, an internal assessment of the new technology and the anticipated skills and knowledge gap drive the course objectives, course content, and delivery method.

Major Responsibilities

1st Priority - 35%

Develop self-study and/or instructor-led performance-based engaging and learner-centered training solutions, including, but not limited to, instructor-led courses, eLearning modules, and job aids using print, video mobile and web-delivered mediums designed to improve the job performance of non-technical retailer service and parts (Fixed Operations) personnel.

2nd Priority - 25%

Facilitate instructor-led performance-based training solutions using video, multi-media, and web-delivered mediums designed to improve the job performance of non-technical service and parts retailer personnel(and sales personnel as needed)

3rd Priority - 15%

Conduct needs analysis to identify skill gaps and performance objectives and determine if a training deficiency exists and design/propose the appropriate solution to improve job performance.

4th Priority - 10%

When required, source vendors by developing RFPs and coordinating the purchase requisition and contract process. Oversee vendors in the development and delivery of goods and services.

5th Priority - 5%

Administer the vendor invoicing process for assigned projects, ensuring timely vendor payments, and the budget reconciliation process for all assigned projects outside of the yearly sales training program.

6th Priority - 5%

Conduct course validation and Train-the-Trainer sessions with the vendors as necessary to ensure accuracy of training material and transfer of knowledge to remaining training instructor staff.

7th Priority - 5%

Develop, specify, and acquire all supporting resources to enable the delivery of the training solution, such as vehicles, training locations, and other logistics.

Education/Certification

BA/BS degree in education related area, or strong language arts, or equivalent job experience.

Overall Experience

5-10 years of experience in designing, developing and/or delivering non-technical training in multiple delivery formats including face-to-face and virtual instructor-led, eLearning (web and mobile), video, and job aids
Strong working knowledge and experience with performance-based training and curriculum design preferred
Strong experience working in a Project Manager/Coordinator/Administrator capacity supporting a training/education/marketing vendor
Retail and/or OEM automotive experience (knowledge of dealership operations, automotive service) is a plus
Familiarity with customer satisfaction metrics, e.g. CSI, SSI, IQS and how training influences outcomes
Working or equivalent knowledge of automobile retailer operations (Sales, Service, Parts, Business Office)

Directly Related Experience

N/A

Skills

Strong project management and organizational skills

Strong multi-tasking skills.

Strong written and verbal communication skills.

Strong adaptability/flexibility skills

Strong interpersonal skills and consultation skills with the ability to develop and maintain key internal and external business relations

Ability to work cross-functionally with other business units

Proficiency in the following software: MS Word, MS Excel, MS PowerPoint (graphic design/desktop publishing/HTML a plus)

Must have a fundamental working knowledge of non-technical dealership operations

Ability to source and effectively oversee multiple vendors in the development of goods and services

Preferred: Technological aptitude in the emerging areas of Telematics, Mobile and Web Applications/Media

Competencies

Care for People

Empower People to Act

Chase Excellence, Every Day

Move Further, Together

Dare to Push Boundaries

Pay Range

$82,382.00 - $110,272.00

Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.

Equal Employment Opportunities