Mercedes-Benz Cars Middle East

  • Head of After Sales Daimler Buses

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

    Reporting to

    General Manager Daimler Buses


    Main Objective

    • Lead after sales customer service and parts business in MENA region for Daimler Buses product portfolio by closely cooperating with regional Mercedes-Benz distribution network, Daimler Buses production plants and body builders
    • Development of spare parts turnover, market share and service level in the region.
    • Coordinate after sales technical operations, warranty, tender management and training activities in order to maximize customer satisfaction.


    Market Management

    • Building and managing trust-based, long-term relationships with Daimler Buses general distributors, dealers, body builders and key accounts by understanding after sales related challenges, commercial and operational opportunities and cultural diversity
    • Ensure continuous customer service and parts support in MENA region concerning Daimler Buses product portfolio
    • Develop and implement overall marketing strategy for spare parts in the region, ensure achievement of net revenue and group contribution targets, P/L responsibility
    • Parts volume planning, spare parts budget, OP and FTR planning
    • General Distributor target agreements, performance monitoring against commonly agreed KPIs, taking necessary corrective actions
    • Support Mercedes-Benz network with regional spare parts tenders (pricing, logistics, delivery terms, compliance, compliance requirements etc.)
    • Coordinate bus tender management activities in the region, actively support sales team during the preparation and bidding process
    • Steer key account management (KAM) activities as per Daimler Buses KAM strategy
    • Lead after sales readiness activities for new product launches
    • Coordinate escalation process for customer service and part topics

    Customer Services & Product Development

    • Ensure Mercedes-Benz quality and service standards are met in the region by implementing necessary technical resources and processes in place
    • Mediate between Daimler Buses production plants and regional Mercedes-Benz network for a professional technical product support
    • Initiating and collaborating product development and quality processes in the respective production plants
    • Manage product liability cases in MENA region
    • Steer the implementation of service campaigns, field actions and safety recalls, ensure full adherence to local consumer protection laws and regulations
    • Monitor the warranty data regularly, implement necessary proactive measures

    CSP Training

    • Coordinate regional Bus CSP training activities in MENA region in close cooperation with general distributors and training departments at Daimler Buses production plants in Germany, Turkey, Brazil and India as well as Dubai
    • Annual training plan and budget

    Human Resources

    • Manage the performance of Bus After Sales Team, support their professional development by effective use of available corporate tools (LEAD, IDP) in close cooperation with HR and Senior Management
    • Ensure high employee satisfaction results through professional management, coaching and motivation


    • Ensure the effective utilization of G&A, travel and marketing budgets by close monitoring of departmental expenditures whilst still ensuring the required market management activities are fully implemented


    • Communicating and implementing all corporate compliance guidelines within the After Sales department, ensuring the strict adherence to all applicable compliance rules and regulations



    • Passion
    • Respect
    • Integrity
    • Discipline
    • Customer oriented
    • Strong interpersonal and communication skills


    • Minimum 5 years’ experience in automotive industry in an after sales management role
    • Extensive knowledge of customer service and parts business
    • Commercial vehicle business know-how
    • Ideally experienced in dealing with international key accounts, government customers in a General Distributor environment at OEM level
    • 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 wholesale or retail experience preferred
    • Excellent communication, negotiation and presentation skills
    • Extensive travelling up to 20%
    • Fluency in spoken and written English is a must, German, French and Arabic will be an advantage
    • Excellent computer skills (Excel, PowerPoint, Word)


    • BA in Business, Management or Marketing, BS in Engineering or a similar degree required; further qualification at graduate level will be a plus

    Start Date


    November 2018



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