Job Description

Auto req ID: 22208
Title: Lead Service Business Consulting
Job Function: Customer & Dealer Operations
Location: SINGAPORE
Additional Location:
Company: Harley-Davidson Motor Company
Full or Part-Time: Full Time

At Harley-Davidson, we are building more than machines. It\'s our passion and commitment to continue the evolution of this storied brand and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?

Our International Markets are focused on creating an inclusive and expanding rider community that appeals to new and existing riders. We strive to deliver an H-D experience with an unequivocal customer focus.

From the UK to Singapore and many places in between, our employees are essential to our success. Our efforts are concentrated on the highest priority markets, primarily North America, Europe and parts of Asia Pacific. We have concentrated our resources in-market for maximum impact in line with our future strategy. Our regional offices and in-market teams have the freedom within a clearly defined framework to make decisions to drive their business. In-market teams are agile and equipped to understand consumer needs, provide focused attention to dealers, and respond more quickly to local market conditions.

Job Summary

Support the development of Parts & Accessories (P&A) Sales through Service, through the development and deployment of service operations improvement programs.

Job Responsibilities

• Develop and deploy dealer service operations & process improvement toolkits, including playbooks, guidelines, and deployment workshops.

• Execute and deliver service programs to drive growth in P&A sales through service, increase customer retention, and customer satisfaction levels.

• Support Field Sales Manager (FSM) activities through the delivery of dealer evaluation tools, best practice guidelines, coaching requirements and standardised KPI reporting.

• Facilitate the implementation of dealer service operations consulting projects, facilitating market adaptation and knowledge transfer.

• Conceptualise and develop Service evaluation and award framework to elevate service standards within APAC

• Develop Best Practice Sharing media to facilitate knowledge-sharing within the APAC Aftersales community

• Plan Service marketing initiatives and deployment to support FSMs and dealer network

• Service KPI Reporting and analysis, supporting the growth of current and future activities. \xe2\x80\xa2 Organize FSMs and Dealer Service Engagement Sessions across the region to improve communication and strengthen knowledge forums.

• Possess good understanding of service, parts and accessory products, services, programs and processes.

• Knowledge and experience of working with franchise dealers in the development of service, parts and accessories programs to improve customer retention and sales through service channels

• Ability to review and decipher financial and non-financial data to steer strategies and programs.

• Possess understanding of Service, Parts and Accessories KPIs \xe2\x80\xa2 Ability to collect, monitor, analyse & report on important service KPIs to help in improvement of after sales business

• Prior experience in development of playbooks and toolkits to support in-market program deployment

• Experienced in event organization supporting best practice sharing and knowledge transfer to regional counterparts and dealer network

• Prior experience in development of Service evaluation and award programs will be a plus

• Proven track record of anticipating customer needs, managing multiple projects, and prioritizing work in accordance with business needs.

• Ability to work with and manage external vendors, including but not limited to consultants and marketing agencies

Education Requirements

Bachelor\'s Degree Preferred

Education Specifications

• Bachelor\'s Degree in business or related field preferred.

Experience Requirements

• Typically requires a minimum of 5 years of related Service experience
• Strong understanding of dealership Service Business and Operations.
• Ability to manage highly confidential and sensitive information.
• Experience working at an automotive Regional HQ coordinating dealership support programs in After Sales.
• Ability to develop effective business relationships with a diverse group of stakeholders both internal and external.
• Ability to understand dealer Service issues and respond diplomatically.
• Strong organizational, problem-solving, and analytical skills.
• Position requires up to 0 - 25% travel.

Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.

We offer an inclusive compensation package for all salaried employees including, but not limited to, annual bonus programs, employee discounts on motorcycles and related products, general merchandise, and more. We welcome everybody to join our family and be united no matter who you are or where you come from. Learn more about Harley-Davidson ( ).

Direct Reports: No
Travel Required: 10 - 25%
Visa Sponsorship: This position is not eligible for visa sponsorship
Relocation: This position is not eligible for relocation assistance

Harley-Davidson