L4 - Head of Service Tourism & Urban (CSP)

Tasks

YouMakeUS: As Head of Service Tourism and Urban at Daimler Busses France, you will be responsible for the after-sales activities in the French market. Together with the Head of CSP (Customer Service & Parts), you develop the After-Sales strategy in France and implement it successfully together with your team. You will inspire your team every day through your excellent leadership! You will inspire our customers and contribute to the best results. Here we work as a team with our local colleagues and a headquarters with maximum commitment.

Your tasks in detail:

• 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.
• Monitor 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.
• Ensure 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.
• Implement and comply 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.

Inside information:

This is a full-time position.

Please send your application by e-mail with all your application documents in PDF format to Caroline Nam Hee, caroline.nam_hee@daimlertruck.com by February 15, 2025.