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

Mercedes-Benz Molsheim est une entreprise du groupe Daimler, spécialisée dans la transformation de véhicules industriels. 600 collaborateurs travaillent sur le site de Molsheim.

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