Parts Support & Training Manager

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Tasks

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.

Qualifications

Education:

Bachelor’s degree in Business Administration, Automotive Technology, or a related field preferred

 

Experience:

  • Strong analytical, problem-solving, and decision-making skills.
  • Minimum of 5 years’ experience at an OEM in a dealer facing role, preferably in parts or in another relevant fixed operations role
  • Direct supervisory responsibilities for team of subject matter experts
  • Direct budgetary responsibly
  • Demonstrated dealer facing focus with bias toward customer service action.
  • 3+ years’ experience in training, curriculum development, or instruction preferred.
  • Strong understanding of dealer fixed operations, including common systems and what dealers need to drive efficiency.
  • Understanding of dealer inventory management systems preferred
  • SAP Business systems expertise preferred.

 

Skills:

  • Fanatic Dealer Customer Service-orientation
  • Strategic and Continuous improvement mindset
  • Ability to manage multiple projects simultaneously while maintaining quality and timeliness.
  • Strong financial analytical ability
  • Ability to work with technical data requiring attention to detail and precision.
  • Ability to prioritize and delegate to ensure efficient flow of parts issue requests, ensuring quick resolution.
  • Establishment of consistent culture of follow-up to issues requiring multi-step resolution with urgency
  • Ability to inspire, motivate, and lead team members to see and maximize potential and success, driving high performance from all contributors on the Parts Support Team
  • KPI development and management.
  • Dealer ordering, stocking optimization to support sustainable sales of genuine parts, strategic vision, and execution.
  • Excellent communication skills, both written and verbal
  • German language skills a plus
  • Excellent organizational skills, with good attention to detail
  • Ability to draft comprehensive process and policy documents.
  • Vendor management
  • Advanced computer skills - Excel, Access, PowerPoint, SAP, data tools and understanding of dealer inventory management systems.
  • Ability to set and meet challenging deadlines.
  • Ability to work conceptually and strategically – can autonomously construct and deliver strategically sound, intuitive presentations to all stakeholders, including executive leadership.
  • Ability to work autonomously and independently solve complex and ambiguous situations.
  • Ability to own projects from inception to completion, including operational deployment.
  • Ability to work cross-functionally, building consensus from various stakeholders and garnering contributions from all involved parties.
  • Internally motivated to critically examine legacy systems, processes, and policies that can be modernized to deliver more value to the Porsche organization.
  • Project Management competency
  • Proven ability to manage your workload, organize and prioritize tasks, and clearly communicate status.
  • Problem Solving methodology.
  • Influence and negotiation.

 

Percentage of required travel:

  • Up to15% primarily domestic
  • International may be required.

 

Schedule/Shift:

  • Must be able to commute to One Porsche Drive at least 2 days per week/10 days per month and as needed for important meetings/work sessions.
  • Monday through Friday

 

Physical requirements

  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 25 pounds at times.
  • Periodic interface and work in warehouse environment
  • Must be able to effectively work and complete tasks in an open office/noisy environment.

 

Direct reports

Yes

At a Glance

Porsche is an equal opportunity employer and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, state or local law. 

 

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Organisation: 
Porsche AG