Service Development Senior Specialist

7 days ago

مصر, Egypt Mercedes-Benz Egypt S.A.E. Full time

Aufgaben

To develop campaign communication and measuring tools. To coordinate road side assistance. To coordinate service product operations. To monitor, order and return Xentry Diagnosis Devices in retail network & cross-charge retail network for usage. To establish efficient communication with fleet customers in aspects of Customers Services.

Main tasks

Service & Parts Marketing
- Support market benchmark studies for product and services
- Support in developing / suggest products and services to increase vehicle throughputs / penetration / retention
- Follow up / report vehicle throughput / retention / penetration
- Support in developing service & parts campaigns
- Develop / suggest marketing / communication tools to improve vehicle throughput / retention / penetration
- Set and measure all Service & Parts campaign performance
- Support in all operational aspects of service & parts campaigns

Digital Products
- Roll out all Service & Parts digital projects
- On-site coaching/training for retail employees
- KPI’s follow up and reporting
- Retail support

Products and Services
- Operational management service contracts
- Update / Cost Calculation service contracts
- Monitoring retail network performance through defined targets

Xentry Diagnosis Systems
- Ordering Xentry Devices
- Return Shipments
- Ordering Start Keys
- Pricing
- Xentry Payment Scheme & Cross Charging

Road Side Assistance
- Coordinate / Rollout / Follow up MB Eg road side assistance program
- Monthly reporting of road side assistance

Fleet Management
- Fleet customer contact point
- Receive escalations/inquiries from fleet customers in aspects of customers services and logistics.
- Solve fleet customer complaints issues.
- Coordinate with retail network and respective departments for any fleet customer needs
- Report cases to their respective parties.

Training
- In coordination training team, train customer complaint management staff at dealer.
- In coordination training team, train service packages sales personnel at dealer.

ISO - Departmental Documentation Co-ordination
- Assisting coworkers in updating Processes
- Coordinating with Operational Excellence regarding the departmental processes.

Qualifikationen

Training and qualification
- Bachelor’s Degree in Business Administration/Engineering or any equivalent field

Technical knowledge

Soft skills/individual competence
- Interpersonal skills with the ability to work under pressure
- Excellent communication skills
- Negotiation skills
- Reporting and process management

Experience
- 3-5 years of experience in related fields

Language
- Good command of English Language

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