Head of Section - Warranty & Digital Transformation (m/w/d)

Responsibilities

:

• Lead Regional Headquarter (RHQ) Warranty management strategy and assure the correct application of the warranty promise in the markets with regards to Policy, customer satisfaction, and efficiency.
• Ensure adherence to Policy through market management, auditing, and collaboration with all stakeholders concerned.
• Understand the needs and contribute to the efficiencies in RHQ business management - support markets and production plants to meet warranty objectives, coordinate people training & certification activities together with HQ.
• Ensure competent execution within areas of RHQ responsibility such as goodwill management and compensation rates reviews.
• Develop/collaborate on the concepts and measures in terms of harmonized policy application, process, and costs efficiency, such as parts remanufacturing, drawing warranty bulletins, advising HQ through benchmarking with industrial standards.
• Leverage data analytics to support Department and Customer Service office initiatives.
• Improve data collection, analytics, and visualization with use of new tools for a collaborative data utilization in the department.
• Implement new global digital platforms into European Service process through cross functional collaboration.
• Implement Brand’s OTA and Telematics system into European service process providing a new level of customer experience.
• Monitor company digitization activities, contribute to the digitization of Customer Journey and service processes used by RHQ and subsidiaries in collaboration with all stakeholders concerned.