Mercedes-Benz Cars Middle East

Regional Customer Service Manager - Daimler Buses

Location AE-Dubai
Vacancy ID
Daimler Commercial Vehicles MENA
Customer Service



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


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



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


  • 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


  • 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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