Aftersales Vehicle Components Lead - MEA Region

JOB PURPOSE / SUMMARY

As part of the policy on customer service quality and improving vehicle quality across the Brands, the Vehicle or Component Coordinator:

Is responsible for qualitative feedback from the Authorized Repairer (A.R.) networks, monitors such feedback and passes information back to the A.R. networks.

Is the preferred contact for countries with regard to handling their feedback. Ensures that questions are correctly taken into account by Control Tower, and that they are correctly reassessed if necessary.

Manages the rapid provision by Brand aftersales networks of robust aftersales solutions for problems encountered on vehicles by customers.

Also contributes, by his/her actions, to improving vehicle quality and warranty cost control across the Brands.

Manages how topics in progress are monitored and feeds information on progress back to those involved in the country/region concerned either through existing information systems or regular meetings (window contact)

Role and Responsibilities

* Is responsible for CIR feedback quality and characterization
* Communicate the progress status of solutions to topics fed back by Incident Reports (IRs) from each country/region
* Develop Technical Delegates skills by being the preferred contact for questions relating to standard incidentology operating processes (Windows Contact)
* Provide technical arguments required by the network to respond to customers’ questions
* Take account of media feedback from countries and escalating it
* Ensure that IRs received from countries are taken into account and assigned the correct priority level at reactivity meetings
* Transfer IRs on unsolved topics under investigation in order to identify variations and change handling priority
* Apply the aftersales (AFS) perspective in the pre-analysis process
* Monitor technical progress of topics, whilst investigating CIRs on unsolved topics under investigation that have been transferred to Control Tower. Monitoring the progress status of technical processes covered by IRs for his/her area of operation during release routines
* Ensure that solutions proposed are applicable and achievable by the network, making savings proposals
* Raise the alert to variations, ensuring that modernisation tickets are investigated
* Identify directed support topics and ensure that investigation tickets are drawn up
* Give his/her agreement to the solution of technical processes, particularly those covered by IRs
* Position him/herself with regard to the guide to communicating with the networks (Technical Service Bulletin - TSB), particularly those covered by IRs
* Is involved in the internal STELLANTIS action plan to reduce the cost of items incorrectly removed by the network during the warranty period
* Validate proposals for improving supplier quality to ensure feasibility in the networks and changes in TSBs
* Ensure that the associated repair methods and times are created, negotiate completion times
* Propose the development of specific incident handling tools
* Provide details of incidentology relating to vehicles replaced in order to establish quality objectives for projects in progress
* Prepare for the launch of new vehicles, and providing training in the innovations and the vehicles
* Take project incidentology into account in order to anticipate the manner in which incidents among customers will be handled once the product is launched
* Raise the alert with regard to supply requirements for modified Spare Parts, define the first allocation of supplies
* Make decisions on store sorting, scrapping of parts according to criteria validated with the business lines.
* Monitor Spare Parts overconsumption to match sales against the given AFS solution
* Ensure the priority handling of technical incidents within warranty
* Ensure the implementation of AFS solutions
* Select incidents requiring directed support to defend the interests of the customer
* Help to create the directed support ticket by providing the technical aspects for decision by TS Global head
* Control unjustified removals through TSB warranty settings
* Manage technical actions to reduce returns of parts removed without identified cause (change in Items)
* Handle user feedback on the application of technical solutions distributed
* Communicate the progress status of solutions to topics to be followed up by sales support
* Provide the technical arguments required to respond to customer complaints
* Take media feedback into account for implementing an escalation process
* Take account of recurring incidents signaled in technical assistance tickets
* Get the control tower and CX business lines to handle topics that are priorities for Technical Assistance
* Research and validate technical information to be included in Items used by Level 1 assistance Notify Assistance of technical progress and AFS solutions being researched and TSBs covering items

COMPETENCIES & QUALIFICATIONS

Education / Work Experience:

* BAC+5, with 3-5 years, experience in technical aftersales, customer experience
* BAC+2, with 5-7 years, experience in technical aftersales, customer experience

Language :

* Must have: English and French, read, written, spoken, capable to manage conferences and video calls
* Nice to have: Arabic

Preferred Skills & Abilities / Personal Traits:

* Self-starter, communication skills, business management, negotiating ability, thoroughness
* Specialized Knowledge & Certifications:
* General knowledge of automotive products: architecture and technical functions/systems, telematics, electrics, electronics, running gear, engines, gearbox, structure etc.

Mobility:

* Based in Casablanca (MOROCCO), able to travel to the factory and the network of Repairers, in Morocco and possibly abroad

KEY WORKING RELATIONSHIPS

Technical Delegates, P&S AOMs, Zone Quality Managers, Tower control, Cross-disciplinary Quality Managers, Customer Relations network and department, Comtech Coordinators, Resident suppliers, Parts supply chain regional and corporate team, TS regional and corporate team (Head of Parts and Service Project, repair methods and times team, Technical Warranty Coordination Managers, Technical Assistance leaders)

At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation, and disability. Diverse teams will allow us to better meet the evolving needs of our customers and care for our future.