Katie Stauffer, Mba Email and Phone Number

> Ensure dealer compliance with Warranty policies & procedures and satisfying Sarbanes Oxley requirements. Review R.O. documentation, specifically with dealers that are exceptions in the Warranty Performance Index (WPI). Reference the P&P Manual to educate service consultants, technicians, managers and warranty administrators in proper warranty administration. > Manage Goodwill dollars being spent to ensure industry leading customer service.> Areas of focus include associate development, technician training and Skills Level Guideline penetration, utilization of the Commitment to Perfection certification program, Lexus approved program utilization/support and promotion of Service and Parts growth. > Maintain a positive approach to customer satisfaction by reviewing each individual concern and determining what is needed to meet the customer/dealer request for assistance.> Support dealers with factory backed marketing programs to enhance customer satisfaction and suggest effective ways to drive traffic to the service department.> Strive to achieve Area, District and dealer retention goals through The Lexus Retention Market Place.> Evaluate all labor rate requests to ensure accuracy and validity of dealer submission prior to management review and submission.> Provide dealers with the most current Special Service Campaign information to prepare the dealer for proper repair instructions and how to respond to customer questions as they arise.> Meet with dealership management to provide constructive feedback on the progress of service & parts departments goals that were set in the prior month.> Implement goals for the departments and status of goals that were set by DSPM and managers.> Assist with training of associates during new model launches. > Work with dealers to improve profitability and customer satisfaction though support, consultation, and collaboration.

>Provide direct support to fulfill Dealer Skill Level Guidelines>Understanding of Parts Policies and Procedures and demonstrating through proper administration and sound business decisions>Prepare calendar a month ahead, in advance>Understanding DSPM job responsibilities and daily activities>Schedule a minimum of one dealer visit per month>Complete and submit contact reports for all dealer visits>Demonstrate ability to determine dealership performance relating to customer satisfaction and analyze dealer’s market using provided tools.>Thorough understanding of Lexus approved programs that improve the customer experience and impact retention and the ability to demonstrate features and benefits to dealers that need/ want them.

>Digital Marketing and Social Media>Audit dealers' social media operations and present findings.>Audit Official Lexus websites: Lexus.com, Luxury Awaits, and Vida Lexus, and present flaws with recommendations on enhancements and improvements.>Attend Lexus Digital Marketing status meetings and participate and collaborate during each.>Collaboration with Team One during Social Media Content Workshops and status meetings.>Deliver the Mashup on time, daily.>Monitor Official Lexus social channels daily.