Regional Customer Service Manager

Job Title: Regional Customer Service Manager
Contract Type: Full Time
Location: Dubai
Salary: Competitive
Job Published: April 04, 2018 07:51

Job Description

Employer: Daimler



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

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