Mercedes-Benz Cars Middle East

  • Regional Customer Service Manager - Daimler Buses

    Location AE-Dubai
    Vacancy ID
    2018-1563
    Company
    Daimler Commercial Vehicles MENA
    Category
    Customer Service
  • Overview

    Reporting

    Head of After Sales Daimler Buses


    Main Objectives

    • Responsible for customer service support for Daimler Buses for Daimler Buses in MENA Region
    • Provide technical operations, warranty, training and network development support to the assigned markets by closely cooperating with regional Mercedes-Benz distribution network and Daimler Buses production plants
    • Steer customer services and parts marketing activities through workshop channel

    Responsibilities

    Market Management

    • Ensure continuous support to Mercedes-Benz General Distributors, Dealers, Body Builders and Key Accounts for customer service activities
    • Strong market presence, customer visits, liaison management
    • Monitor and achieve regional service KPIs
    • Partake in annual key account management (KAM) activities

    Technical Service Support

    • Provide technical product support for Daimler Buses product portfolio
    • Mediating between Daimler Buses production plants (EvoBus MBBras, DICV) and regional Mercedes-Benz distribution network as well as Bus Body Builders
    • Organize flying doctor support in the region
    • Coordinate regional Technical Exchange Meetings
    • Responsible for service business development in the region

    Quality/Product Development

    • Reporting, documenting and monitoring technical issues by creating technical product reports
    • Initiating and collaborating product development and quality processes in the production plants
    • Devising local technical solutions; budgeting, coordinating and implementing field test
    • Budgeting, coordinating, communicating and implementing service campaigns, safety recalls and field actions
    • Monitoring service campaign completion rates in the region, taking corrective measures when necessary
    • Request and implement market goodwills
    • Coordinate damage part shipments to production plants, conduct on-site warranty audits upon request

    Customer Services and Parts Marketing

    • Steer customer services and parts marketing activities through workshop channel
    • Develop service concepts, service packages, extended warranty offers and service contract tools
    • Actively participate in marketing and implementation of service contracts and service solutions

    Network Development

    • Lead after sales readiness activities for new product launches
    • Support regional bus tenders
    • Coordinate after sales readiness activities for the ramp-up of DICV products in MENA region

    Requirements

    Attributes

    • Passion
    • Respect
    • Integrity
    • Discipline
    • Customer orientation
    • Strong interpersonal skills

    Knowledge/Skill/Experience

    • Minimum 5 years’ experience in automotive industry preferably in a Customer Services & Parts role
    • Experience in customer service operations is required, know-how of commercial vehicle business is preferred
    • Ideally experienced in dealing with international key accounts, government customers at wholesale level
    • Excellent communication and presentation skills
    • Excellent computer skills (Excel, PowerPoint, Word), experience in data mining and analysis, exposure to Customer Services & Parts systems (SAP, WIS/ASRA, EPC, StarOrder, VeDoc etc.)
    • MENA experience preferred but not required, however, must have a solid understanding of regional customer base and business culture
    • Past Mercedes-Benz customer service and spare parts experience preferred
    • Fluency in spoken and written English is a must, German, French and Arabic will be an advantage

    Qualification

    • BS in Mechanical or Automotive Engineering or similar required; further qualification in Business Administration, Management or Marketing will be a plus

    Start Date

    • March 2018


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