Mercedes-Benz Cars Middle East

  • Regional Customer Service and Parts (CSP) Manager Mercedes-Benz Trucks, Regional Centre Africa

    Location AE-Dubai
    Vacancy ID
    Daimler Commercial Vehicles MENA
    After-Sales / Service / Parts / Technical
  • Overview



    Head of Sales & Customer Service Mercedes-Benz Trucks

    Regional Centre Africa


    Main Objective

    • Steering and development of General Distributors (GD)/Dealer body in the assigned markets to ensure achievement of the quantitative and qualitative targets in Customer Service and Parts (CSP) business.
    • Maximize exploitation of market potentials to secure sustainable growth and improvement. Ensure market transparency; optimize planning and reporting tools according to corporate requirements. Interface role between Daimler AG, the Regional Centre, the General Distributors and Key Account Customers


    Sales and Market Planning

    • Operational planning per year based on set premises and market potential; covering quantitative and qualitative aspects
    • Coordination and alignment of the CSP target agreement with the markets; setting of operational development objectives aiming to further advance and professionalize the business
    • Compilation of regular expectations and simulation of forecasts according to corporate guidelines

    Market Steering


    Strategy, Organisation and Processes

    • Downstream of a market specific CSP strategy on basis of the regional strategic framework to ensure sustainable growth
    • Continuous optimization of the market CSP Retail organization regarding systems, processes and structure

    Network Development (ND)

    • Collaboration and support of ND in development of network planning and setting up new facilities
    • Initiation and steering of CSP relevant content in course of network changes
    • Accompany relevant audits for standards to ensure compliance and fulfilment; follow up on agreed improvement measures during regular market visits
    • Support implementation of Distributor Retail Standards, regular review and follow up

    CSP Proposition

    • Strategic coordination of CSP portfolio and positioning in order to steer and support the markets to reach the agreed targets
    • Coordination of implementation of defined measures and CSP programs and products (e.g. Workshop/Logistics processes, Service Contracts, Remanufactured parts etc.)


    • National homologation of predefined regional marketing plans per market based on focus initiatives together with the Marketing dept.; ensure implementation and quarterly follow-up; monitor budget allocation and manage contribution models
    • Develop specific/national marketing and sales campaigns where necessary

    Customer Relationship Management (CRM) / Customer Complaints

    • Consult the markets to set-up and professionalize CRM and analyse survey results to derive improvement measures
    • Assure that (sensitive) customer complaints are handled and solved in a timely manner; elaborate solutions in exceptional cases together with the markets and relevant corporate entities

    Parts Logistics / Availability

    • Coordination of relevant (and sensitive) logistics topics in support to the Global/ Regional Logistics Centre (e.g. Order split, Export Controls, Theft-Relevant items)
    • Market consultation in development of national concepts to ensure territory-wide parts supply and availability in line with contractual obligations and market specific requirements 


    • Cross function between market and Training Centre, to analyse and discuss professionalization of market / retail qualification and initiate specific training measures

    Supported Business / Pricing

    • Coordination of CSP price positioning with focus on Supported Business measures and product management (e.g. MB Oil, Remanufactured parts)
    • Execution and steering of all activities related to Supported Business in the assigned markets; quantitative and qualitative evaluation of support requests according to guidelines incl. re-negotiation activities
    • Obtain relevant approvals and confirmations incl. financial evaluation with respective F&C functions; coordinate market communication with all required documentation
    • Evaluate and process market specific modification inquiries in alignment with F&C and Logistics
    • Ensure compliant archiving and filing of all relevant sales information according to Daimler standards and regulations

    Market Analysis and Reporting

    • Regular and periodical check of market target fulfilment and actual business development status with defined key performance indicators (KPI) and standardized reporting tools incl. SWOT/gap analysis and qualitative assessment
    • Elaboration and update of holistic market potential analysis to address white spots and further push CSP exploitation
    • Guidance to markets in executing potential analysis and derivation of exploitation measures with the breakdown on business units, sales channels, and vehicle age segments /lifecycle
    • Initiation of corrective action in stipulated ‘action plans’ with tasks, responsibilities and time-line: follow-up of fulfilment in the sense of a feedback control system
    • Status and ad-hoc reporting; experience exchange within the team/dept./center to generate a holistic regional view

    Compliance & Business Integrity

    • Assure that business relevant legal regulations, Daimler AG business principles and guidelines, tools, systems and processes are well-known and successfully followed
    • Coordinate and support a stable and consistent approach and handling of business related topics with regards to mandatory compliance reporting and documentation in close cooperation with concerned cross functions (i.e. Treasuries, Financials & Controlling, Compliance body)
    • Promote and support knowledge by regular information and updates within the team for compliant and transparent business handling

    Personal Development

    • Enhance and further develop personal and managerial competencies and skill-set to fulfil requirements of function
    • Regular and self-reliant information and updates on CSP developments, products, tools, systems and processes
    • Participation in in required/mandatory qualifications and updates on standards, guidelines and compliance framework



    • Passion
    • Respect
    • Integrity
    • Professionalism
    • Discipline
    • Good organizational skills
    • Dedication
    • Commitment


    • 5-10 years’ experience in the automotive/commercial vehicle business
    • Distinctive analytical/managerial skills, entrepreneurial thinking and acting
    • Highly developed ability to negotiate, customer-oriented thinking/acting
    • Cultural knowledge/experience in Middle East region a plus
    • Willingness to conduct extensive travel activities
    • English a must – French and / or German are a plus


    • Preferably University degree in business management / economics / engineering or comparable education

    Start date       

    August 2018


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