The Service and Technical Advisor acts as a direct liaison between Stellantis, and our Chrysler, Jeep, Dodge, Ram, Alfa Romeo, and FIAT dealerships within the California Business Center. The Service and Technical Advisor’s responsibility is to provide technical assistance and fixed operations consultation to our dealer service personnel, fleet, and commercial customers. The Service and Technical Advisor will motivate and lead dealer service personnel to increase levels of service and parts performance consistent with corporate and industry direction. They will assist with resolutions on current unresolved issues in support of dealer’s efforts to maximize their competitiveness in the marketplace while improving customer retention and loyalty.

Role Responsibilities include, but not limited to:

Technical Management:

Provide phone and in-dealership technical assistance
Troubleshoot and solve final repair attempt situations
Represent Stellantis as subject matter expert (litigation/buybacks); CAIR updates needed for each involvement
Manage dealership technical training requirements
Provide support for C.A.G. / engineering – providing on ground request support
Recall and Required Service Updates (RSU) follow-up and reduction
Act as a quality feedback liaison
Provide dealership consultation on the following: repair service agreements and facilities inspections
Tools / equipment facility needs
Repair shop process improvements and proactive business planning with a focus on the customer
Develop/ Manage Customer Relationship and Loyalty engagement

Review Customer Experience dashboard report with Dealer Personnel. Identify trends and implement action plans to ensure Top quartile CSI (Customer Service Index) & FFV (First fix Visit)
Review Stellantis Operating guidelines with dealers
Consult dealers on the Customer Experience Incentives
Monitor Warranty & Dealership Goodwill request

Monitor for dealer compliance with Stellantis processes and procedures, providing counsel when needed
Advise dealer on warranty processes changes/ requirements
Discuss and approve goodwill decisions, monitor

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