L4 - Head of Service Tourism & Urban (CSP) (H/F/D), Sarcelles

Chez Daimler Truck, nous sommes unis par une même mission : nous travaillons pour tous ceux qui font avancer le monde. Notre impact en tant qu’entreprise mondiale de transport repose entièrement sur la contribution de chacun.

Nous sommes convaincus que nos forces individuelles sont le gage d’une performance d’équipe optimale. Ensemble, nous créons une culture inclusive où un profond sentiment d’appartenance alimente l’innovation et la croissance.

Nous accueillons les candidatures de tous, quelles que soient leur culture, leur genre, leur génération ou leur situation de vie, y compris celles des personnes en situation de handicap. Chez Daimler Truck, vous pouvez être vous-même.

Mission

• Be responsible for the quality of after-sales services (urban, tourist and inter-urban) provided to the customer on all products marketed by Daimler Busses France.
• Manage the technical teams to optimize the deployment of ITs, Recalls and recovery actions on the national territory.
• Provide technical support to authorized service partners and customers for repairs on vehicles of the Mercedes-Benz and Setra trademarks.
• Provide administrative support to Authorized Repairers in the management of requests for commercial and technology participations.
• Provide feedback to Daimler Busses GmbH in the event of technology problems (TPB) in order to define and implement appropriate remedial actions together with Daimler Busses GmbH.
• Monitoring of technology shareholding budgets (Goodwill) allocated to the Mercedes-Benz and Setra trademarks.
• Check the schedule of interventions and regular visits of the technology assistants to the customers.
• Check the visit reports during each intervention of the technology assistants and send them to the departments and functions concerned for possible actions.
• Monitor Customer complaints (cause analysis, actions, etc.).
• Analyze the causes of customer dissatisfaction (commercial, technical, administrative, financial) and inform the internal departments concerned.
• Ensuring the proper handling of customer disputes and expert reports in accordance with the processes defined by Daimler Busses GmbH (damage reports).
• Participate in Customer, Large Group and internal technology meetings.
• Report on the activity.
• Implementation and compliance with all policies and procedures as well as checks related to service business and especially in the case of customers/public authorities and product liability in general. Application of warranty process policies and procedures.
• Manage a team of CSP professionals to achieve the objectives, ensure the team is sufficiently qualified and well trained. Ensure targeted internal communication and task-related qualification.

Qualifications

• Educational: Technology secondary education degree or comparable secondary education degree

Experiences.

• At least 5 years of management experience in automotive after-sales, preferably in the bus sector;
• Excellent communication and leadership competence, preferably with larger teams of workers plus employees
• Strong analytical competence, project management competence and experience in business development
• Safe and confident behavior and communication in customer relations
• Open esprit, transformation and change, practical mindset and ability to build internal and external network

Specific competencies

• French native language
• Professional English and/or German
• Extensive knowledge of the bus industry