Richard Barke

About Richard Barke

Began career in Automotive Fixed Operation in Retail. Moved to wholesale side working in…

Experience

1. Fixed Operations Manager

   Volkswagen Group

   Feb 2002 — Present · New York, NY, US

   Purpose:~ The Fixed Operations Manager serves as the liaison between Volkswagen of America and the Volkswagen dealerships. Works to improve dealer performance in the areas of vehicle sales, customer retention, and profitability. Communicates, implements, and assists dealers through programs, policies and procedures, which develop and promote well-managed, profitable parts and service departments. Must be able to analyze dealer parts and service operations, identify deficiencies and recommend corrective actions to ensure dealer provides proper Volkswagen brand image while improving dealer profitability.~ Regularly contact dealers to communicate, implement and administer VWGoA programs, policies and procedures.~ Provide recommendations on operational improvements to Dealer and dealership managers, which maximize customer satisfaction, customer retention, operational effectiveness, market penetration, and dealer parts and service profitability.~ Ensure consistent training attendance and participation at regional and satellite training classes.~ Work through dealers to implement processes that improve Customer Satisfaction and manage the resolution of customer complaints within an assigned district.~ Meet with customers as required to resolve concerns.~ Maximize Parts & Accessory Sales in assigned district.~ Administer VWGoA Goodwill funds to improve Customer Satisfaction and increase re-purchase intent.~ Represent Volkswagen of America in Better Business Bureau, State Lemon Law cases; assist corporate attorneys in developing the company’s case and position.~ Quickly identify areas of deficiencies in the Parts and Service departments and make reasonable suggestions for corrective action.~ Evaluate situations involving customer disputes/concerns and approve the appropriate level of financial assistance to resolve the concern in the best interest of both the customer and Volkswagen Group of America.

Skills

• Automotive Aftermarket
• Automobile
• Customer Retention
• Customer Service
• Fleet Management
• Dealer Management
• Automotive
• Profit
• Dealers
• Automotive Repair
• Parts
• Continuous Improvement
• Automotive Engineering
• Vehicles
• Retail
• Aftersales
• Process Improvement
• Marketing
• Logistics
• Customer Satisfaction
• Management
• Operations Management
• Powertrain
• Warranty
• Automotive Parts