Tasks FOR ALL WHO KEEP THE WORLD MOVING At 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. Leaders in our industry, 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 enthusiastic individual to join our Aftersales team and Service Operations department as a Service Plans and Aftersales Solutions Manager, located at our head office in Mulgrave. As we embark on a journey of unique transformation in the way we deliver customer support excellence, there has never been more of an opportunity to shape our future landscape. Driving Aftersales Solutions and managing the financial and product performance of our Service Plan portfolio for our customers, you will lead the team and our network on a journey of positive change, for our customers: for all who keep the World moving. This role provides leadership and strategic direction for the team and product as well as business partnering services for our customers, dealers and internal stakeholders. Service Plans are a maintenance and repair product designed to protect customers from unexpected operating costs, enhance the value proposition of our vehicles and retain customer business within our dealer network. Through Service Plans, our authorised Dealer Network carries out maintenance and repairs according to agreed schedules and pre-determined costs throughout Australia and New Zealand. Reporting into the Head of Aftersales Service Operations & Communications, your key responsibilities will be: Manage Service Plan team operations, supporting dealers, customers and stakeholders with sales, quote and contract term support, account management, competitive product solutions, and claim management Engage with the dealer network to offer customer centric services and solutions, increase service plan sales penetration and support the sale of our truck products Drive strategic business development opportunities in the market and ensure continuity of portfolio performance and product capability for the Service Plans & Aftersales Solutions portfolio Drive sales and marketing activities such as benchmarking, fleet negotiation, campaigns and training to ensure a compelling value proposition, increase customer retention, and awareness of competitor and market activity Drive transformation projects and continuous improvement initiatives with creativity and dedication to results Manage, support and develop the Service Plans team to drive supportive customer outcomes through effective communication, claim authorisation, account reviews and support Lead the team and individual performance and skill development, whilst providing direction and encouraging continuous improvement mindset Collaborate with relevant stakeholders to ensure effective analytics and reporting for our customers, dealers and portfolio management Handle escalations on behalf of the team to ensure service support excellence, partnering with our truck brand service and technical teams and authorizing any associated goodwill outcomes within compliance frameworks Provide dealers with on-going training and education on product offerings, features and benefits, service plan inclusions, systems and processes - actively engaging with them to partner and build relationships Qualifications Who we are looking for: You will be a natural collaborator and problem solver with a solution focused mindset and strong communication skills. Using your can-do attitude and strategic leadership ability, you will have the ability to influence, build strong relationships and provide outstanding support to customers and dealers whilst being able to anticipate and solve complex business challenges and customer queries. Your ability to understand the needs of the dealer network and internal stakeholders through efficient and effective engagement and communication will be essential. As a natural negotiator with a strong focus on delivering successful outcomes, you will seek to deliver excellent customer support, easy to follow processes and supportive leadership to ensure your team and dealer partners are well equipped to promote and grow the Service Plans business. With strong organisational skills, you will have the ability to juggle multiple priorities and stakeholder needs, proactively plan as well as react to immediate customer requirements. Your keen eye for detail and desire to contribute to a culture of continuous improvement and collaboration within your team and key stakeholders is essential. You will have proven leadership experience and a track record of delivering results. Ideally you will have strong process improvement experience with project and change management exposure and be focused on efficient customer solutions and support. If you have experience working within the automotive or commercial vehicle environment and have prior experience with a technical service environment, as well as post graduate experience in Business or similar, this will be an added benefit but is not essential. You will be both sales and service orientated and able to drive processes, analytical trends and analysis with the support of your team members, as well as have strong knowledge of MS Office packages and financial and commercial acumen. If you are ready to take on this unique role at a time of major business transformation in a successful global business with brands at the forefront of technology, innovation and sustainability, please MAKEYOURMOVE Apply now with your CV and cover letter. Applications close Wednesday the 4th of October. 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. See our benefits here: 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 at our company. We openly celebrate Diversity Day, International Women's and Men's Days and host guest speakers to foster a collaborative culture. Our team's contributions are actively recognized through Employee Recognition and Reward programs. This celebrates our dynamic working culture and one where our people can be themselves.