Service Zone Manager

PRIMARY FUNCTION:

• Provide technical and administrative support to dealers,
• Handling, solving the product & dealer related customer complaints,
• Carry out the dealer qualitative assessments,
• Increase network technical capability
• Daily control and follow up of technical issue escalation with CRM systems,
• Day to day contact with dealers & support for the dealers on recurrent technical problems and solution to be applied, received report from dealers
• Reply every complaint from call center within the targets.
• Key account visits
• Inform IVECO ASIA CS - Customer & Product Support
• Recall campaign monitoring and assuring 100% completion rate
• Regular dealer visits and warranty claim audits on site
• Assess the needs of dealers in terms of technical base (special tools, documentation, training, etc.)
• Follow up the efficiency of technical improvements on field

QUALIFICATIONS

• Bachelor’s degree in mechanical engineering (preferably automotive engineering)
• Minimum 5 years of technical experience in the commercial vehicles aftersales area
• Good command of verbal and written English
• Able to travel (preferably E class driver license)
• Familiar with windows driven software programs

KEY COMPETENCIES

• Sophisticated customer relation and negotiation skills
• Ability to negotiate with dealers and customers in order to maintain the customer satisfaction
• Good communication skills, both written and verbal