• Provide expert support, technical, remote, on-site and warranty to clientele, as well as assistance to the Scania dealer network to identify areas of opportunity to improve existing and develop new revenue streams, enhance service quality and reception processes to achieve the highest level of customer satisfaction.
• Manage CRM to build long term relationship with customers.
• Defined customer focused KPIs and service capacity requirements.
• Maintain and review monthly Parts and Service KPIs and consult principals on sales trend and margins.
• Track sub-department and branches on RIM compliance and ensure optimal RIM utilization.
• Liaise with Parts Manager and Service Supervisors to resolve any back order for part critically required or open work order in the service workshop streamlining both overall operation and performance.
• Provide technical support and solutions on technical issues including on-site technical assistance and coach on usage of proper strategy-based diagnosis to achieve high productivity development
• Improve quality of repair to the highest level possible, support the management in identifying relevant action plans with specific technical inputs for development and execution of business plans
• Ensure warranty administration processes and performance indicators are meet or exceed the set regional standards including conducting monthly warranty review of dealerships and eliminate warranty waste thereby achieving warranty KPI’s
• Drive the dealer with special focus on Safety recalls and ensure robust dealer processes to support recall related communication with customers
• Ensure parts, workshop and reception have trained staff to perform quality service through dealer’s compliance to minimum training standards and service certification
• Manage customer support initiatives including dealer’s programs, courtesy vehicles, trade- in assistance, buybacks, loyalty certificates etc. as well as assist dealers to resolve escalated customer complaints related to service including working with dealers on action plan to avoid reoccurrence
• Act as first point of contact for technical and warranty related queries and work with dealers to maintain cordial relationships with the various authorities especially on critical customer cases registered with them
• Drive dealers to ensure optimal level of technical and warranty service is available to large fleet customers to enhance fleet ownership experience
Requirements:
• Min 5 years professional experience in the automotive industry
• Customer care experience management
• In depth knowledge of automotive technology, engineering principles as well as expertise in vehicle servicing practices, methods and standards
• Strong Knowledge of dealer business management, Bodyshop Management, Service Management, Retail Parts Management, Financial After Sales Business Aen, handling customers including managing complaints
• Experience in business and data analysis and data warehousing
• Proficiency in MS Office products(Excel , PowerPoint, Word, Ms Project) and any CRM Software
Communication and negotiation, time management and planning skills
• Internet Savvy
• Written and oral skills in English, Arabic language proficiency is a plus
• Excellent analytical skills to be able to interpret data and presentation skills
• Ability to travel extensively throughout region
7+ years experience in Trucks and Heavy Equipments After Sales and Technical Knowledge.
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