Aftersales Business Manager

Job Description

Ferrari has a most desirable track record, in Formula One as well as in GT production cars, record business results and voted one of the World's most powerful brands. Working with Ferrari means working with engineering excellence and innovation on the highest level. Above all Ferrari is an international team working with the highest level of professionalism and dedication, based on performance, meritocracy and continuous development, with innovation at the heart of our future.  

In order to strengthen our Aftersales team we are looking to hire a Aftersales Business Manager, based in Englewood Cliffs, NJ. 

In this position you will be reponsible to provide Ferrari dealers with needed expertise in all aspects of field operations.  Coordinate activities concerned with providing dealerships with administrative, technical services, parts support, assuring customers’ satisfaction.

As part of the team, your main responsiblities will be:

Essential Duties and Responsibilities:

• Aftersales Business Manager is responsible to regularly visit the dealers’ network ensuring compliance with all Ferrari specified aftersales policies and operations.


• To assist and liaise as Factory Representative for each of our respected and assigned Ferrari Dealerships. 


• Implement and administer Parts and Aftersales programs, policies and procedures including adherence to Factory standards and attainment of objectives.


• Monitor, advise, train dealer aftersales personnel on all aspects of aftersales activities.


• Develop recommendations/guides for operational improvement in the areas of Accessory/Parts Sales, Inventory Control, Service Training, Warranty Administration/Cost Control, Consumer Relations, Customer Satisfaction, Effective Marketing, Shop/Technician Efficiencies and Factory programs such as Power with recap and delivery to Dealer Principals and Dealership Managers


• Prepare and verbally present structured presentations at all necessary reviews including annual Service Manager, Factory, and in-house company meetings.


• Develop Marketing tools and activities to support both dealers and Aftersales operations.


• Control and supervise all Aftersales operational KPI’s and objectives.


• Manage  Network performances to ensure standards compliance.


• Collect and develop recovery plans for non-compliant dealers while respecting deadlines meet the action plans and the deadline and implement recovery actions.


• Assist Vice President of Aftersales in implementation of all the strategic activities.


• Provide back-up assistance to Area Managers while performing dealers’ visits.


• Lead Master Plan project ensuring all dealers comply with stated and requested standards.


• Analyze competitors’ performances to create a point of reference while developing regional benchmarks.


• Responsible for all dealer assessment projects: Mystery Calls/Mystery Repairs, Dealership and Internal Data Analysis, CSI, Retention and Welcome Back Program, Coaching Program, Best Practices. 


• Customer Support: Roadside Assistance organization, performances, and cost efficiencies


• Aid in development of Dealer training curriculum


• Attend and provide technical assistance within the Challenge series championship as required.

In order to succeed in this challenging role Bachelor’s degree with strong related experience. With 5 plus years related experience. 

The following skills are required to perform the role: Background must be well-rounded in aftersales, dealer business management and analysis. Automotive technical background with extensive electronic skills. Expert understanding of dealership financial reports. Knowledge of Lemon Law and products liability processes. Knowledge of dealership operations. Extensive customer relations skills. In depth knowledge of Parts and Warranty procedures and operations. Ability to multi-task in a dynamic, ever-changing environment. Must have strong work ethic and integrity. Highly proficient in Microsoft Office.

We are an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties of this position.

Location: Englewood Cliffs, NJ (USA)
Seniority: Senior Level 

Travel: Must be able to travel frequently (40-50%) domestically, with some international travel.  Weekend travel as required.