PRIMARY FUNCTION:
Ensure customer productivity, uptime, and profitability by providing necessary service levels and managing relationships. Provide necessary tools to support dealer service capability growth.
ESSENTIAL RESPONSIBILITIES:
Evaluates dealer capabilities, and works to develop a service action plan by comparing dealer current state to dealer standards, while examining future needs based on projected business growth
Evaluates dealer service personnel and training needs, and initiates action plans based on results of investigation, by comparing knowledge, skills and abilities of current personnel to those required for dealer business growth.
Evaluates warranty impact on dealer performance and customer satisfaction in territory, while reviewing data on product failures and cost of warranty claims, with ultimate goal to rectify product failures and increase product uptime. To raise suspicious warranty activity towards regional Service Manager and Technical Support Manager.
Resolves product quality or performance issues for customers and dealers within acceptable timeframe. Escalates to regional Service Manager, as appropriate, by providing direct and indirect technical problem solving skills.
Facilitates and implements service relevant processes/communication and Network development activities in the market: . ASIST/Knowledge Database, eWarranty, dealer standards program, dealer set up process, ...
Assists regional Service Manager in providing technical feedback from the field to escalate issues to a EMEA level
Provide technical feedback from the field to product support, sales and marketing on dealer/customer issues and serves as member of sales pursuance team
Ensure that incident reports (fire, personal injury or fatalities) are submitted in an appropriate and timely manner. Support the legal team in case of litigation with his technical expertise
Closely follow up of dealer/area service relevant KPI
Manages policy spending/operating budgets within target (budget/forecast), policy claim approval according to Policy-DoA (Delegation of Authority)
JOB SPECIFICATIONS
Serves as direct company/brand representative to dealers and customers, portraying brand image.
Strong influence on customer satisfaction through policy repairs. Monitors warranty/policy expenses resulting in cost reduction for the brand.
Communication:
Manages relationship between brand and dealer
documents technical resolutions of product issues
regular information exchange with sales
Relays customer feedback to Product Support EMEA or other internal functions, as applicable
customer/enduser to represent the brand
regular information exchange with the regional Service Manager
Job Details
| Date Posted: | 2014-03-04 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Support Services |
| Company Industry: | Automotive |
Preferred Candidate
| Career Level: | Management |
| Gender: | Male |
| Degree: | Bachelor's degree / higher diploma |
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Date Posted: March 04, 2014 at 11:40AM
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