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Head of Customer Service and Parts Mercedes-Benz Trucks

Daimler AG

Posted on July 6, 2018

5 - 8 years Dubai - United Arab Emirates

Bachelor of Technology/Engineering. Any Nationality

Opening 01

Job Description

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Reporting to
General Manager Mercedes-Benz Trucks
Main Objective
• Manage, steer and develop all aspects of the CSP business and Technical Operations with the General Distributors in MENA region for Mercedes-Benz Trucks
• Continuously grow the CSP business in line with the business unit strategy, thereof derive measures and/or activities to optimize exploitation of short- & long-term market potential to ensure profitable development
• Provide effective support and seamless processes with technical services, warranty and goodwill processes and parts commerce to maintain brand adequate standards, market readiness and downstream product proposition to meet and exceed customer satisfaction; thereby support vehicle Sales and customer life-cycle management
• Ensure efficiency and adequate resources to balance the interests of manufacturer, dealers and customers
• Foster a corporate culture according to the Daimler values, as well as taking into account the legal framework, integrity standards and ensure sound application of compliance regulations
Responsibilities
Business Management, Market Steering
• Manage and optimize the steering of the General Distributors in the region to continuously improve CSP performance
• Implementation, respectively further development of a comprehensive market performance reporting in order to ensure an efficient and holistic market steering
• Define and develop tools for implementation of the Daimler AG Parts commerce strategy to a) intensify workshop business (so-called Blue Channel BC) and b) re-direct and advance counter business (so called Over-the-Counter OtC); i.e. strategic parts portfolio, lifecycle- management in close collaboration with relevant Headquarter entities
• Initiate and realize measures for market/competition investigation; set-up and maintain related data management
• Regionalization, adaptation and standardization of parts pricing activities in terms of logic, systematic and positioning
• Contribute CSP expertise to the network development department in terms of an ideal network footprint on basis of customers needs (location) and forecasted CSP business volume (size) in consideration of economical aspects
• Support the continuous improvement of the CSP network (e.g low performer management) to assure that Daimler AG guidelines and standards are met for organization, processes, facilities/equipment and Dealer Retail Standards; implementation follow-up on defined action plans and measures
• Elaborate CSP content and strategies for validation of market introduction
Business Intelligence, Market Development and Exploitation
• Define and set fundamentals for a holistic performance reporting by incorporating all available data sources, different layers (Wholesale to Retail) and perspectives; coordinate overall integration of all relevant CSP KPI in close cooperation within the cross functional department
• Regularly determine the CSP market potential as well as the market specific performance of the GD network; issue and provide tailored analysis as basis for decision-making
• Develop and maintain the necessary system and intelligence landscape; continuous improvement of related methods, processes, systems and regular adaptation to business framework; project and implement new tools (i.e. Parts Intelligence); support implementation; provide training
• Initiate service and parts pricing activities in order to assure a market oriented pricing; elaboration of special pricing measures for competitive parts
• Initiate, lead and contribute to projects and strategic parts business development; coordinate impact simulations for e.g. discount structure amendment; develop strategic options
Marketing and Product Management
• Develop the regional CSP marketing strategy, marketing mix and yearly marketing planning in line with the business unit strategy and defined focus topics; derive a brand adequate downstream and soft-offer footprint in terms of CSP product proposition
• Ensure liaison management for the national adaptation with the General Distributors and periodical follow-up by the Regional CSP Management
• Analyse, homologate and adapt existing central products and initiate regional implementation; feedback Marketing & Product requirements to Headquarters
Technical Operations and Warranty Management
• Consult and enable the regional General Distributor network to establish high quality service and repair to Mercedes-Benz Commercial Vehicle products according to manufacturer standards; Provide full scope technical consultancy in course of connection of new markets, Wholesale and/or Retail branches to the regional network
• Assure and coordinate implementation of relevant Service related procedures, manufacturers guidelines and processes at each General Distributor Wholesale location; support and monitor Retail downstream
• Ensure that customer complaints and enquires addressed to Daimler AG and the Regional Centre MENA are handled in a timely manner and completed in accordance with defined processes and through clear communication channels; personally attend to sensitive and high profile escalation cases
• Manage and coordinate Warranty & Goodwill operations and related processes / procedures with respect to the Daimler AG warranty guidelines.
• Monitor and regularly report the quality and reliability of the MB product portfolio in the markets; initiate technical inspection and investigation for adequate action and countermeasures if required; coordination of parts supply and return requests between Headquarters and General Distributor for further examination
Integrity and Compliance
• Demonstrate commitment and foster a corporate culture of integrity according to the Daimler values and corporate guidelines.
Leadership
• Recruit, manage and develop the CSP team; mentor temporary assignments/interns; ensure appropriate induction to function
• Leading and developing the assigned employees on basis of the leadership criteria by target agreements, development plans and regular performance evaluations;
• Empower managerial ability as well as the impact to business partners to ensure agreed targets are met and fulfilled
• Provide regular internal communication on a qualitative and target oriented level
• Encourage cross-functional collaboration to increase transparency within the Business Unit and with peers beyond to maximize cooperation in existing and newly identified business opportunities


Sales / Business Development

Desired Candidate Profile

Attributes
Passion
Respect
Integrity
Discipline
Customer oriented
Strong interpersonal and communication skills
Knowledge/Skill/Experience
Min. 5-8 years working experience in various CSP positions incl. management level in commercial vehicle business preferably with a vehicle manufacturer, deep and detailed understanding of service and parts business on wholesale/ retail level
Knowledge of Mercedes-Benz products, technologies and CSP operations
Well versed analytical & business management skills, incl. marketing, finance & controlling
Entrepreneurial and distinctive customer-oriented thinking and acting, Flexible approach to work and able to adapt and thrive in a changing environment
Social and intercultural competence
Willingness to conduct extensive travel activities
Driving license (truck and trailer) a plus
Excellent English language skills (written and spoken), French and/or German a plus, basics in Arabic of advantage
Qualification
University degree in Engineering, Economics or equivalent education
Start date
August 2018

Keywords

Customer service Data management German Product management French Business intelligence Analytical Commercial vehicle Marketing strategy Continuous improvement

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Daimler AG


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