Position overview
The Parts Business is a core profitability and customer satisfaction driver for Porsche Cars North America (PCNA) and its network of dealers. Producing revenue in the hundreds of millions of dollars each year, Parts Business keeps Porsche drivers on the road through the supply of Genuine Parts to authorized Porsche Centers, who subsequently supply independent repair facilities, and collision shops. Porsche Center efficiency, enabled in part by speedy and efficient support and communication by PCNA, are critical components to this mission.
PCNA Parts Business seeks a self-reliant, self-starter, who is equally imaginative, curious, and analytical to lead the dealer services and support team to provide a consistent outstanding level of support to Porsche Centers and others throughout the organization.
From a training perspective, this role is responsible for identification and development of parts specific training needs, ultimately delivering training to the end user directly and via market training expert suppliers. All training requirements to be road mapped for development and sustainment for our dealer parts staff in alignment with training department.
Our ideal candidate is an experienced automotive OEM + dealer parts professional with experiences in direct dealer support or demonstrated competency and bias for customer-oriented satisfaction.
- Must be curious in nature, comfortable leading others, leveraging systems and data to make decisions, managing structure, operating with transparency and accountability.
- Continuous improvement to proactively address training and parts issues to reduce the need for dealer parts escalations.
Roles & responsibilities
Primary responsibilities:
- Takes complete ownership of dealer parts support function for all US Porsche Centers with a focus on speed, accuracy and exceptional customer service
- Leading cross-functional teams, while managing project timelines, resources, and budgets to ensure successful delivery.
- Identifying risks, resolving issues, and maintaining effective communication among stakeholders.
- Manage internal ticketing system, ensuring efficient processing by the team, and escalating with all stakeholders in the global organization as needed to ensure quick resolution for Porsche Centers.
- Develop and maintain comprehensive project and program plans, including goals, timelines, and resource allocation for projects like training or other parts support relevant topics.
- Establish goals and objectives for your team, and measure KPIs which drive performance.
- Evaluate program, system, staff performance against set KPIs, using standardized reporting and implementing improvements as needed.
- Utilize complex data from multiple sources to develop easy to understand reports and presentations and use them to make recommendations to leadership to steer the business.
- Coordinate with internal stakeholders to develop data visualization tools, dashboards, business cases and executive summaries.
- Analyze dealer network performance to proactively target improvement opportunities that can be realized through training and best practice sharing.
- Proactively communicate parts issues throughout the organization using the most appropriate method for the specific topic.
- Develop annual budgets and operate the department within those budgets.
- Own and manage support and training related budgets and business cases to support proactive operation.
- Look after the strategic vision for the support business, recommending future investments and developing supporting business cases and justifications.
- Manage systems and tools that facilitate the communication of parts issues. Examples include Electronic Parts Catalogue, PRMS (Porsche Request Management System), Parts Ordering System (PPL), and Porsche's intranet (PPN).
- Coach the support team and implement internal development activities
- Ensure proper retention of electronic documents, business confidential information, and actively demonstrate an understanding of the need to safeguard competitive information in both electronic and non-electronic formats.
- Maintain confidentiality of sensitive information and assess how to manage the communication flow accordingly.