Lexus Service Performance Analyst

Overview

Who we are

To save time applying Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time.

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the worlds most admired brands Toyota is growing and leading the future of mobility through innovative high-quality solutions designed to enhance lives and delight those we serve. Were looking for diverse talented team members who want to grow and start their impossible with us.

Who were looking for

The Lexus Service Performance Analyst maintains subject matter expertise and project management excellence related to various elements of dealer and Area fixed operations staff training and fixed operations performance. The ideal candidate will analyze existing products and services to see which ones add value and reports on the business benefits and potential changes to improve the guest experience improve dealer processes grow customer pay repair work and increase parts sales revenue.

The ideal candidate will also share best practices and program information with dealers and Area staff. This individual represents the Lexus voice in continued program/product development and implementation. The individual will recommend solutions that enable change supporting an elevated guest experience and dealer fixed operations as both guest mix and vehicle powertrain mix effects dealers fixed operations business models.

What youll be doing

• Manage development of service training; works with internal stakeholders Area fixed operations team members dealers and vendor partners to identify training needs and learning objectives create curriculum create course assets pilot and refine training deploy training and handoff sustainment of training to Lexus Service Operations Analyst.
• Create Standard Operating Procedures (SOPs) for job tasks; organize and manage program documents files and electronic artifacts; create documentation of TMNA/Lexus processes and update as required.
• Work with Lexus Guest Experience (LGE) stakeholders Area fixed operations team members Toyota ICX team members vendor partners and dealers identify all key fixed operations activities and corresponding KPI. Work with Business Analytics to identify source data for creation of Fixed Operation Dashboard(s). Develop use cases for District Service and Parts Managers (Ignite Consultations) to use KPI to change/grow dealer behaviors and make improvements in the guest experience and dealer processes. Recommend action to other LGE stakeholders as identified through KPI.
• Collaborate with LFS to grow dealer recognition of Lexus PPM as a viable tool to retain guests and increase dealer revenue. Develop Area reporting business case for PPM incentives and other items/activities to change dealer/Area mindset on PPM.
• Create a Fixed Operations Map to document flow within dealers. Identify all touchpoints whether internal to the dealer or external. Identify recommendations to improve flow.
• Support service pricing guide activities to integrate with DMS and Monogram Service ensuring consistent service pricing online in person by phone and through business development centers (BDCs).
• Ensure monthly reporting billing and program audits are completed as needed (working with Lexus Service Operations Analyst) in support of team programs such as Service Consultant training Catalyst for Change training Diagnostic Specialist training and other training/meeting under the team.
• Create Lexus Boutique (AKA parts boutique) support materials (plan-o-grams retailing best practice guides boutique marketing assets and materials) and train Area/dealer team members to implement plan-o-grams guides and best practices in dealer. Work with the Lexus Marketing team to grow product offerings with the approved Lexus Collection vendor.
• Manage program area vendors Statements of Work Master Services Agreements and other procurement processes with required TMNA stakeholders and vendor partner ensuring program requirements service levels parameters and goals are accurately represented.
• Assist with department and cross-organizational group development of fixed operations programs and policy as it relates to service operations. Advises cross-organizational members and management on key decision points and impacts to cost and the deliverable timeline.
• Provides Lexus field teams dealers and venders with actionable processes that will improve customer experience retention and dealer profitability and increase dealer service sales.

What you bring

• Brings ability to represent the Lexus brand voice while enhancing customer experience in fixed operations.
• Delivers strategic data-driven solutions that improve service quality and meet customer needs.
• Manages program budgets effectively to maximize impact and efficiency.
• Facilitates cross-functional collaboration to drive alignment and performance.
• Translates data into actionable insights to improve Field Team performance and KPIs.
• Communicates key insights that elevate service delivery for Guests and Dealers.

Added bonus if you have

• Brings experience in automotive fixed operations at the Dealer or OEM level.
• Demonstrates ability to develop and implement standards and KPIs for fixed operations performance.
• Applies retail merchandising strategies to enhance customer experience and drive revenue.
• Holds a Bachelors degree.

What well bring

During your interview process our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include:

• A work environment built on teamwork flexibility and respect.
• Professional growth and development programs to help advance your career as well as tuition.
• Team Member Vehicle Purchase Discount
• Toyota Team Member Lease Vehicle Program (if applicable).
• Comprehensive health care and wellness plans for your entire family.
• Toyota 401(k) Savings Plan featuring a company match as well as an annual retirement contribution from Toyota regardless of whether you contribute.
• Paid holidays and paid time off.
• Referral services related to prenatal services adoption childcare schools and more Tax Advantaged Accounts (Health Savings Account Health Care FSA Dependent Care FSA).
• Relocation assistance (if applicable).

Belonging at Toyota

Our success begins and ends with our people. We embrace all perspectives and value unique human experiences. Respect for all is our North Star. Toyota is proud to have 10 different Business Partnering Groups across 100 different North American chapter locations that support team members efforts to dream do and grow without questioning that they belong.

Applicants for our positions are considered without regard to race ethnicity national origin sex sexual orientation gender identity or expression age disability religion military or veteran status or any other characteristics protected by law.

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