Manager, Service Market Middle East

7 days ago

Dubai, United Arab Emirates Volvo Group Full time

United Arab Emirates

**Position Description**

**Volvo Bus Middle East, Africa and CIS (MEAC)** is a fast expanding area within Volvo Bus Corporation (VBC). It is responsible for both Buses sales and Service sales business, partnerships with Volvo’s own and private importers, key customers, body-build partners and progress of the total bus business in Middle East, Africa and Commonwealth of Independent States. With the development and rapid interest in electro-mobility in many new markets, we are forecasting growth in the coming years.
We are looking for a well-qualified individual to join us as
**Manager, Service Market Middle East & CIS**.
The purpose of the role is to lead Middle East and CIS (Commonwealth of Independent States) in the area of Parts sales, warranty, technical support and Competence management towards importers and customers to secure highest level of customer satisfaction.
- Overall responsibility of Middle East & CIS Market giving technical and service support to the dealers
- Ensure customer satisfaction of key bus operators through the delivery of prompt, customer-focused and high-quality solutions to customer’s technical issue to ensure uptime of their bus operations as well as supporting the service business in Middle East & CIS markets
- Work with and support the dealer network in all the required aspects of Business including on-line services, technical support, parts, warranty and training

**Main Responsibilities**
- Take overall responsibility for technical and service support for Middle East & CIS markets; manage and provide support/ solutions to key customers and dealers
- Drive parts sales to ensure year on year growth and improve penetration with customers
- Commercial development of service and parts offerings (Contracts, Telematics, etc), promote and market their use in the market, assist in tenders, monitor health of a profitable service portfolio
- Develop and enrich relations with dealers and suppliers in Middle East & CIS
- Support customer and dealers’ service / technical queries and operational issues
- Schedule regular service meetings with dealers and follow-up on technical and service issues
- Drive competence development of dealer - Skill assessment and Training as required
- Customer meets at regular intervals. Record, monitor, track actions to manage complaints.
- Warranty and service data analysis / Review warranty / goodwill budget
- Study Product quality issues. Report and support corrective action.
- Supplier co-ordination for field complaints as required. Follow market Quality concerns (MQRs).
- Manage and ensure completion of all released campaigns through dealers
- Monitor and ensure parts availability at required levels
- Regular reporting to MEAC and Volvo Bus Corporation head office as required (i.e. weekly and monthly reports like Quality and Warranty, Campaigns, Competitor activity, customer satisfaction surveys and others)
- Participation in MEAC and Volvo Bus Service Market meetings and activities
- Ensure MEAC Bus KPIs are monitored and maintained
- Work with dealer in preparation of Quarterly Business Review Meet (BRM)
- Dealer audits of Service parameters including infrastructure, process adherence, etc.
- Other duties as directed. Can be assigned to other markets of the Region as per business needs.

**Critical Competencies and Experience required**
- 6 to 10 years of related technical / service experience preferably in Bus or commercial vehicle industry, having worked with Service, Parts, Training and Network development.
- Customer-focused, excellent client communications skills to work and build relationships with key customers, new dealers, business partners and internal team
- Strong problem solving / resolution skills supported by in-depth related technical knowledge; ability / willingness to develop technical knowledge
- Good understanding of the commercial vehicle industry, commercial service and parts market - Volvo products, competition and their products, customer requirements, market trends etc.
- Proven ability to collaborate and lead project teams, strong mentoring and coaching skills
- Excellent verbal and written communication skills in English. Knowledge of Arabic is an advantage.
- Exposure to different cultures in the MEAC region and ability to work in cross-functional, multi-cultural teams and adapt to different environments and audience

**Qualifications**
- Bachelor’s Degree in Mechanical, Electrical or Technical Engineering or related qualifications
- Experience in working with technology and productivity tools including MS Office, Excel & PowerPoint

**About us**

**Volvo Buses** is one of the world’s leading provider of sustainable people transport solutions. It is a part of Volvo Group. The offer includes premium city

**Auto req ID**

133583BR

**Organization**

Volvo Buses

**State / Province**

Dubai

**City/Town**

Dubai

**Employment/Assignment Type**

Regular

**Travel Required (maximum)**

Occasiona

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