This position is the primary client contact for all aspects of the OEM based Approved Dealer Essential Tool Program and is responsible for managing essential service tool development and sourcing, as well as warehouse stocking levels for follow-on sales. This position also provides customer support for corporate and dealer related escalation issues.
Responsibilities
Duties and Responsibilities
Primary client contact for all needs associated with OEM tool program.
Ensure client timelines are met
Communicate effectively with customer service group and/or customer to ensure customer inquiries are being resolved in a reasonable time period
Manage and address escalated customer issues and resolve as appropriate
Communicate essential tool inventory levels and help generate stocking levels and reorder points
Be the liaison with the web development team for new content and pricing, and manage for timely completion of enhancements and fixes
Maintain essential service tool database
Provide an accounting of program transactions to client and management on a monthly basis
Assist with usability and validation of new automotive tool assisting and leading the efforts of the assigned engineer.
Identify business development opportunities to identify areas for account growth
Keep the program organized in such a manner that the projects flow smoothly and, if necessary, can be handed over to another Program Manager or Coordinator.
Maintain a professional and comfortable relationship with the customer to ensure the highest level of service
Other miscellaneous duties as assigned including helping with other programs run by Snap-on at assigned OEM
Qualifications
Qualifications
Bachelor's degree in business or related field.
Previous OEM service experience or dealership service operation experience and/or knowledge of the service equipment industry is a must
5+ years related work experience in account management, program management and project management.
Working knowledge of Microsoft Windows, Word, Excel, PowerPoint and Project (or similar application). Ability to utilize the higher functions of Excel such as pivot tables and macros
Solid written and oral communication skills.
Ability to present to senior management of Snap-on and customer, communicate with suppliers and different levels within the corporate customer
Ability to organize complex projects and work within a deadline driven environment.
High energy level, capability in partnering with customers, results oriented, and ability to handle unstructured or unexpected situations.
Ability to lead in a "matrix" environment and handle multiple concurrent assignments. Demonstrated ability to be proactive and lead cross-functional teams.
