Service Plan and Aftersales Solutions ManagerAt Daimler Truck Australia Pacific, our company is well positioned as a global leader in the manufacturing of high-quality commercial vehicles with three high-profile brands - Mercedes-Benz Trucks, Fuso Truck and Bus, and Freightliner. We have a clear vision to be the undisputed leader of the truck and bus industry in Australia, and we share a common Daimler Trucks purpose across the globe - For All Who Keep The World Moving!
The role: We have an exciting career opportunity for a driven and knowledgeable Service Plan and Aftersales Solutions Manager to join our Aftersales team, located at our head office in Mulgrave. Managing a small team and responsible for the financial and product performance of Service Plans, this role provides leadership and strategic direction for the team and product.
Service Plans are maintenance and repair programs designed to support and protect customers from unexpected operating costs, keep vehicles in their best condition, and support customer retention and aftersales business for the dealer network. Through Service Plans, our authorised National Dealer Network carries out maintenance and repairs according to an agreed schedule and pre-determined costs, as well as providing peace of mind and coverage for unexpected wear and tear.
Reporting into the Head of Aftersales Service Operations, your key responsibilities will be:
Manage the customer support operations and processes that drive the sale of Service Plans to our Key Fleet Customers and retail customers through the Dealer Network.Ensure competitive and balanced pricing and sales campaigns through annual price reviews, cost cycle analysis, and competitor analysis.Drive efficient team operations ensuring contract activations, quote support, fleet pricing, tender negotiations, claim adjudication, and reporting is managed effectively within expected timeframes.Support dealers and stakeholders with contract terms and operations, managing escalated disputes over claims and authorizing goodwill outcomes within compliance frameworks.Collaborate closely with internal service and technical teams to ensure claim trends inform product placement and pricing.Partner with the Dealer Network and build relationships to provide customer service support and training on outstanding service and Aftersales solutions.Provide leadership and strategic direction in order to ensure portfolio performance, product development, and growth opportunities.Foster a culture of continuous improvement for systems and process.Manage, support and develop a team, providing direction and encouraging team performance.Partner with our Key Account and Business Development Managers to support Service Plan offerings for major new vehicle fleet tenders.Partner with Marketing to create a compelling value proposition and market awareness campaign for Service Plans and Aftersales Solutions.Lead with integrity and compliance in all areas.Who we are looking for: Utilising your exceptional leadership and communication skills, you will have the ability to build strong relationships and provide outstanding support to customers and dealers whilst being able to anticipate and solve complex business challenges and customer disputes.
This is a fantastic opportunity for a leader passionate about driving the best customer experience and streamlined operations and processes. You will have a natural ability to problem solve, see opportunity for growing the business, and drive continuous improvements for HQ and dealer processes. As a keen negotiator and coach, you will enjoy the opportunity to support our dealers with Service Operations training and knowledge sharing, knowing that our products support the sale of our trucks and drive more business through our dealer network.
With a keen eye for detail, your desire to contribute to a culture of continuous improvement within your team and your previous experience in managing and leading a specialist team is essential to your success in this role. An expert in Excel with a strong background with commercial vehicle products or fleet management, you will be ready to take on this unique role in a successful global business with brands at the forefront of technology, innovation, and sustainability.
The successful candidate will be driven, willing to continuously learn, and go the extra mile to ensure individual and team success. As we are rolling out a number of new and exciting customer support systems in the new year, your ability to support change, adapt to and learn new processes and IT systems will be invaluable. This is an exciting time to be a part of a team that is undergoing major transformational change to best support our customers!
Experience within the customer support, service, fleet, or commercial vehicle industry and post-graduate experience in Business is preferred but not essential. Strong knowledge of MS Office packages is highly desired.
If you would like to be considered for this opportunity, #MAKEYOURMOVE, apply now with your CV and cover letter. Applications close Friday 29th November.
This is a local, permanent role. You must have a permanent working visa for Australia/New Zealand to be able to apply for this position. At Daimler Truck Australia Pacific, we believe our people make the difference. We are proud to be recognised as an Employer of Choice for Gender Equality and are committed to inspiring an innovative and collaborative working culture. By joining our team, you will access generous employee benefits, such as discounted car leasing, on-site parking, employee assistance programs, and much more. We understand everyone benefits from work differently; therefore, our approach to learning is open and individually adaptable. Career pathways are supported through a network of learning and development programs, like our Women in Leadership Program and Mentoring Program, allowing everyone to grow at their own pace. We are an equal opportunity employer and value diversity in our company. Our team's contributions are actively recognized through Employee Recognition and Reward programs, celebrating our dynamic working culture where our people can be themselves.
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