General Manager - Customer Service

1.     Development and Implementation of all Customer Service Activities


  • Work with relevant stakeholders to develop and implement customer service programs  (Service and Parts)

  • Diagnose, troubleshooting and resolving technical issues on all CV trucks sold in Thailand

  • Ensure market is ready for launch of all relevant products from a CS perspective

  • Ensure all dealers have trained service technicians and parts managers

  • Recommend and coordinate the implementation of solutions for Thailand service problems

  • Work with dealers’  after-sales team on technical issues on defect, support and parts

  • Follow up activities and coordinate and ensure availability of necessary parts, service instructions, diagnostics, etc.

  • Monitor warranty submissions to ensure high customer satisfaction,  proper processes are being followed,  submissions are in line with expectation


2. Marketing Responsibility


  • Coordinate and participation in service front-line readiness programs in Thailand

  • Formulate strong after-sales goals such as Service Contract Implementation, with the objective of supporting sales


3.     Training


  • Ensure that the proper tools and services equipment are available in the market and at the dealer level

  • Identify market training needs and coordinate the necessary training to be equipped correctly for the job at hand

  • Organize of service, PDI and Driver Training and work with New Fuso products being marketed

  • Ensure clear /proper documentation with the view of ensuring and efficient and well-planned continuous training program

  • Coordinate and plan together with factory / RC  service and parts training programs for market


4.     Parts Support


  • Ensure the presence of the stock for all vehicles introduced at PDC and dealer level

  • Feedback to the headquarters / RC  and market management on  existing and possible future issues, by working with dealer PQR’s and warranty data


5.     Consultants to Key Account


  • Plan and coordinate with dealers  to visit customers to gather service feedback, identify potential service problems



  • Coordinate and collect information from dealers  to help ensure high customer satisfaction and growth in parts sales

Training


Bachelor degree in Mechanical Engineer or equivalent (i.e. Master craftsman of automobile mechanic)



Experience (type of)


  • At least 10 years detailed technical and organizational experience in service and parts business, preferably within MB Trucks or CV service and parts organization



  • At least 5 years leadership experience



  • Excellent product know-how on CV from 3.5T to HDT



  • Good technical and analytical skills



  • Good know-how about internal structure and procedures



  • Good experience in advising key accounts on setting up and operating their service and parts business


Specific knowledge



  • Fluent in English and Thai is a MUST



  • Entrepreneurial in thinking, self-starter, takes responsibility



  • Outstanding motivator/ leader



  • Strong presentation and communication skills

Direct apply to email: HR_CVThailand@daimler.com

*Only shortlisted candidates will be contacted*

Disclaimer:


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