Service Quality Manager - North Africa F - M H/F Volvo Group

What you will do

You will report to the Market Director of North Africa, covering the countries of Morocco and Tunisia, and will BE part of the Africa and LAPAC Aftermarket Team, within RT International organization, in close contact with Aftermarket at Sales Region International level.

You will have the overall responsibility for providing a high level of support to Private Importers, Dealers and Customers to develop the customer experience through the implementation of workshop processes to obtain maximum customer satisfaction level.

In this role, you will :
- Quality & processes follow-up
o Support importers to implement workshop processes that drive service quality from vehicle reception to restitution (service planning, dynamic workshop, sales administration...)
o Drive and Monitor Technical Campaigns of problems related to Product Quality
o Report the recurrent and critical quality issues via Volvo Group Tools (Argus/Quality Report tool)
- Business systems :
o Ensure the network has access and training to handle business systems accesses
o Manage Techtools orders requested by the importer
o Support the Importers in user access request management (Baldo tool)
- Technical support :
o Provide technical support level 1 and BE in charge of technical support processes (case documentation, Argus...)
o Keep the Network informed about the latest information (Technical and Quality Campaigns, Preventive maintenance, etc.)
- Commercial goodwill budget management :
o Control & follow the effective usage of the commercial goodwill budget by evaluating and inspecting the case
- Fleet Management & Connectivity :
o Ability to use Optifuel Infomax and Optifleet to support Optifuel/Optifleet experts on customer support/advise (driver behavior & fuel consumption, areas for improvement, training needs...)
- Technical-commercial support
o Support the Sales team when they need technical knowledge support.
o Service offer design support (service contracts, menu pricing, Optifuel, Optifleet...)
- Competence Development :
o BE the responsible of technical competences deployment and technical trainings in North Africa Countries
- Network Development
o Support importers as project manager, to establish new dealers in specific locations, based on service and sales coverage needs
- Customer Experience / Service Quality :
o Perform audits of Qualitative Requirements (QR), initiate action plans and follow-up execution
o Perform mystery customer campaigns, build action plans and follow-up execution

Who are you?
- Min 5 years aftermarket experience, preferably in an international environment
- Business and service oriented
- Strong knowledge of automotive technology and workshop processes
- Transport Industry Legislation and Marketplace awareness (including customers and competitors)
- Good knowledge of English and French both written and spoken
- Flexible and positive approach to changing circumstances / priorities
- Autonomous, proactive, enthusiastic and approachable
- Able to analyse statistical data, draw conclusions and implement actions through delegation
- Ability to communicate effectively and maintain working relationships at all levels including Importers, Managers, Colleagues, Peers, Customers and Support Functions
- Able to meet deadlines using effective delegation and follow up
- Team orientated

Ready for the next move?

Are you excited to bring your skills and disruptive ideas to the table? We can't wait to hear from you. Apply today ! if you need more information, you can contact Luis Barrera, Manager.

We value your data privacy and therefore do not accept applications via mail.

Who we are and what we believe in
We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group's leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will BE working with some of the sharpest and most creative brains in our field to BE able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

As part of Volvo Group, Renault Trucks counts 10,000 professionals committed to have a positive impact on society. We want to contribute to a more sustainable future. We create the business opportunities to make IT happen and we stand up to lead this transformation in the transport industry. We care for each other and value our work-life balance. We are eager to learn and grow. We think as entrepreneurs, we are empowered and fairly recognized for our contribution. We are simple, pragmatic, committed and warm.