Program Liaison - Automotive Industry
At a glance
Location: US-MI-Dearborn Map
Posted: 07/18/2020
Closing: 08/17/2020
Degree: High School
Type: Full-Time
Experience: Up to 3 year(s)
Job description

Why work for Percepta?

As a Percepta team member you'll enjoy the following:

Paid training on the latest technology Fun, talented and witty teammates Knowledgeable, encouraging and present leadership Family-friendly environment Free-spirited, theme-based employee events A diverse and community-minded organization Career growth and learning opportunities for aspiring minds and, yes - all of the competitive pay, medical and vacation benefits you'd expect from a best-in-class global solutions provider!

Position Summary

The Extended Service Contract (ESC) Program Liaison is responsible for administrative and liaison duties between the Extended Competitive Make Service Plan and a local auto company. Additionally, this position is responsible for organizing and managing the Fleet Bid Process between fleet companies and the local auto company.

Duties and Responsibilities

  • Coordinate ESC program launches with the auto company Business Partner to include review of the operations guide, forms, and process guidelines.

  • Process all program requests from dealers and customers and escalate program issues.

  • Post Daily Registers for ESC dealers to ESC website.

  • Process dealer enrollment requests for the ESC program.

  • Act as the liaison between Ford Sales & Marketing and regional personnel on administrative issues.

  • Document and update all ESC business processes.

  • Proactively contact and train new dealers on the ESC portal and address any issues or questions regarding the website.

  • Process the monthly dealer delinquency report, to include contacting dealership controllers to address outstanding payments and issues.

  • Provide monthly reports on active and non-active dealer's contract sales and ad-hoc report requests.

  • Maintain ESC repository of program materials.

  • Process Dealer Exceptions as requested.

  • Responsible for annual IRS report.

  • Act as a point of contact for the admin hotline, responsible for all communication regarding the ESC portal and ESC program changes.

  • Perform monthly follow up calls to active dealers regarding issues, concerns, or feedback to be provided by the ESC Program Manager.

  • Organize and manage the overall Fleet Bid process

    • Receive bid from dealership and provide quote for ESP contract using ESP price book

    • Register dealers ESP contract into ESP registration system

    • Submit pending contract agreement (PCA) when an ESP price change has occurred

    • Register dealers ESP contract upon receipt from the Systems team

    • Communicate updates to dealer throughout process

    • Provide recommendation to business owner on exception requests from dealerships.

    • Processes approved exception requests and communicate denials to the dealer.

    • Write up PCA requests for ESP Systems team to create in system

  • Complete additional tasks and projects as assigned.

  • Identify process improvements and best practices as needed.


  • High School diploma or equivalent required. Some college coursework desired.


  • One to three years experience preferably in the Extended Service Program.

Job requirements

  • Excellent written and verbal communication skills.

  • Ability to communicate with all levels of the organization

  • Strong customer service, interpersonal and relationship building skills

  • Self sufficient, resourceful, and works well with minimal supervision

  • Ability to demonstrate a high degree of professionalism

  • Strong Microsoft Office Skills in Microsoft Word and Excel

  • Proactive in identifying program issues and or enhancements


  • Must be able to interact with all internal and external departments and contacts

  • Must represent Percepta professionally with all client and external organizations and contacts

Percepta is an Equal Opportunity Employer.

Program Liaison - Automotive Industry