Service Development Senior Specialist

Job Description:

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.
• RSA new retailed VINs biweekly submission.
• RSA quarterly invoicing.

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.

Qualifications:

Training and qualification

• Bachelor’s Degree in Business Administration/Engineering or any equivalent field.

Technical knowledge

• Familiar with MS Office applications (Excel-Word-PowerPoint).

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.