Responsible for overseeing and managing all service-related activities for commercial vehicle products for limited geographical area. This role ensures the optimal functioning and performance of vehicles in the field, dealer profitability, supporting both warranty and non-warranty repairs, maintenance, diagnostics, and technical assistance and is responsible for ensuring efficient and timely delivery of maintenance, repairs, and technical support for commercial vehicles.
Main task
1
Customer Service Strategy & Management:
Contribute to the development and execution of regional customer service strategies and initiatives
Align service objectives (FRM+3 Hours) with overall business goals and customer satisfaction targets
Stay informed about industry trends and best practices to enhance service offerings
Oversee daily operations of the customer service team within the region, including service centres and field support
Ensure that customer inquiries, complaints, and service requests are addressed promptly and professionally
Develop and implement service policies and procedures to improve service quality and efficiency
2
Customer Experience Enhancement:
Monitor and analyse customer feedback and satisfaction metrics to identify areas for improvement
Implement initiatives to enhance the overall customer experience and resolve recurring issues
Develop and maintain strong relationships with key customers to ensure their needs are met
4
Service Quality and Compliance:
Ensure that all service operations comply with company standards, industry regulations, and safety guidelines.
Conduct regular audits and inspections to ensure service quality and adherence to best practices.
Address and resolve any service quality issues or non-compliance concerns.
5
Operational Efficiency:
Optimize service processes and workflows to improve efficiency and reduce operational costs.
Manage dealer profitability and to ensure parts retail and wholesale business.
Implement and track key performance indicators (KPIs) to measure and improve service performance.
6
Problem Resolution and Escalation:
Act as the point of contact for escalated customer issues and complex service problems.
Collaborate with other departments (e.g., sales, technical support) to resolve issues and implement solutions.
Ensure timely and effective resolution of customer complaints and service requests.
7
Reporting and Analysis:
Prepare and present regular reports on service performance, customer feedback, and operational metrics.
Analyse service data to identify trends, areas for improvement, and opportunities for process enhancements.
Provide insights and recommendations to senior management based on service performance and customer/dealer feedback.
Responsible for overseeing and managing all service-related activities for commercial vehicle products for limited geographical area. This role ensures the optimal functioning and performance of vehicles in the field, dealer profitability, supporting both warranty and non-warranty repairs, maintenance, diagnostics, and technical assistance and is responsible for ensuring efficient and timely delivery of maintenance, repairs, and technical support for commercial vehicles.
Main task
1
Customer Service Strategy & Management:
Contribute to the development and execution of regional customer service strategies and initiatives
Align service objectives (FRM+3 Hours) with overall business goals and customer satisfaction targets
Stay informed about industry trends and best practices to enhance service offerings
Oversee daily operations of the customer service team within the region, including service centres and field support
Ensure that customer inquiries, complaints, and service requests are addressed promptly and professionally
Develop and implement service policies and procedures to improve service quality and efficiency
2
Customer Experience Enhancement:
Monitor and analyse customer feedback and satisfaction metrics to identify areas for improvement
Implement initiatives to enhance the overall customer experience and resolve recurring issues
Develop and maintain strong relationships with key customers to ensure their needs are met
4
Service Quality and Compliance:
Ensure that all service operations comply with company standards, industry regulations, and safety guidelines.
Conduct regular audits and inspections to ensure service quality and adherence to best practices.
Address and resolve any service quality issues or non-compliance concerns.
5
Operational Efficiency:
Optimize service processes and workflows to improve efficiency and reduce operational costs.
Manage dealer profitability and to ensure parts retail and wholesale business.
Implement and track key performance indicators (KPIs) to measure and improve service performance.
6
Problem Resolution and Escalation:
Act as the point of contact for escalated customer issues and complex service problems.
Collaborate with other departments (e.g., sales, technical support) to resolve issues and implement solutions.
Ensure timely and effective resolution of customer complaints and service requests.
7
Reporting and Analysis:
Prepare and present regular reports on service performance, customer feedback, and operational metrics.
Analyse service data to identify trends, areas for improvement, and opportunities for process enhancements.
Provide insights and recommendations to senior management based on service performance and customer/dealer feedback.
At Daimler Truck, we promote diversity and foster an inclusive corporate culture. We value the individual strengths of our employees, as these lead to the best team performance and thus to the success of our company.
Inclusion and Equal opportunities are important to us – regardless of where you come from and who you are. We look forward to receiving applications from people of all cultures and genders, parents, people with disabilities and people from the LGBTIQ+ community.
At Daimler Truck, we promote diversity and foster an inclusive corporate culture. We value the individual strengths of our employees, as these lead to the best team performance and thus to the success of our company.
Inclusion and Equal opportunities are important to us – regardless of where you come from and who you are. We look forward to receiving applications from people of all cultures and genders, parents, people with disabilities and people from the LGBTIQ+ community.
