About the Role
This role is essential for the proper implementation of Early Detection & Early Resolution (EDER) activities, ensuring that all field concerns are reflected to manufacturers. The position also contributes significantly to customer satisfaction by providing timely, precise, and accurate assistance on technical issues to service outlets.
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Key Accountabilities
- Speed of communicating new technical problems to the manufacturer until fixed permanently.
- Quality and speed of technical support to service centers.
- Speed and quality of launching service/recall campaigns.
Performance Indicators
- Technical issues fixed within 10 days (controlled by TMC and dependent on problem criteria).
- Quality of support to service centers should exceed 95% within 4 hours.
- Campaign information should be communicated with MOCI within 10 days of receipt, with quality assurance of 100% dependent on TMC parts supply.
Major Activities
- Improve maintain a smooth system for gathering technical data from the field.
- Supervise Product Managers to investigate high occurrence technical problems.
- Communicate and follow up on top technical problems with TMC.
- Ensure proper implementation of service/recall campaigns.
- Handle serious customer technical complaints related to products.
- Conduct Field Technical Report (FTR) data analysis and review unusual patterns of warranty claims.
- Analyze parts demand data for recall campaigns.
- Ensure targets for FTR’s quality, quantity, and speeds are achieved.
- Participate in conformity/suitability tests, POD, POE, and other product quality activities.
Job Context
- Direct impact on the implementation of Early Detection & Early Resolution activities.
- Direct impact on issuing high-quality Market Product Reports.
- Indirect impact on customer satisfaction.
Framework, Boundaries & Decision Making Authority
- Authority to escalate technical actions for customer-related complaints.
- Freedom to investigate high occurring technical problems.
Organizational / Functional Strategic Focus
- Crucial role in achieving targets for FTR's quality, quantity, and speeds.
- Significant effort in organizing quality services with manufacturers.
- Ensuring proper implementation of service and recall campaigns.
Minimum Qualifications
- Bachelor’s Degree in Mechanical Engineering.
Minimum Experience
- 10 years in the automotive industry with managerial experience.
Job-Specific Skills
- Proficient computer skills and data analysis capabilities.
- Strong customer handling skills.
Languages
- Proficient in English and Arabic.
Competencies
- Learns Through Reflection (Middle Management)
- Fosters Collaboration (Middle Management)
- Ensures Accountability (Middle Management)
- Plans & Aligns (Middle Management)
- Focuses on the Customer (Middle Management)
Why Work for Us?
With a truly international footprint and over 75 years of commercial success, we are a renowned employer across the MENAT region and present exciting opportunities worldwide. Our values guide our interactions with business partners, communities, and each other.
Through Respect, Innovation, a Pioneering Spirit, and Empowerment, we foster a culture where ideas thrive, people flourish, and successes are celebrated.
