Job Description
Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic, and culturally diverse workforce with 50,000 employees! We are currently recruiting for an Area Service Manager for our client. In this role you will be handling the overall responsibility of Israel Service Market giving technical and service support to the dealers. You will 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 Israel.
In this role, Your responsibilties will include the following:
Take overall responsibility for technical and service support for Israel bus market; 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 Israel
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 Client 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 Client 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.
Skills
7 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 – Client 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. Affluence in Hebrew 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
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