Regional Support Manager

MAN Truck & Bus UK Ltd; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A commercial vehicle manufacturer in the UK is seeking a Regional Support Manager to handle customer and dealer technical issues effectively. The role involves managing escalations, conducting dealer meetings, and supporting training for IT platforms. The ideal candidate will have substantial experience and be adept in stakeholder management. This position offers a competitive salary with bonuses and generous benefits including private healthcare and a pension plan.

Benefits

Private healthcare

Pension contribution

25 days holiday

Employee car scheme

Qualifications

• Experience in customer and dealer interaction.
• Proven track record in stakeholder management.
• Ability to manage and resolve problems efficiently.

Responsibilities

• Resolve customer and dealer technical issues.
• Structure regular meetings with dealers and customers.
• Review dealer scorecard and KPIs.
• Manage customer issues and escalations.
• Support dealers with IT platform training.
• Assist with high-value claims requests.

Skills

Customer service

Stakeholder management

Problem-solving

Job description

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Do you have a technical background and experience working in the automotive industry?

Are you adept at offering commercial and technical solutions to customers?

We are recruiting for a Regional Support Manager to join our team on a full-time, permanent basis, covering the north of the country.

In this role, you will:

1. Ensure all customer and dealer technical issues are resolved in the field in a professional and timely manner.
2. Regularly structure meetings with dealers & customers as required to improve customer satisfaction and report accordingly.
3. Review dealer scorecard and specific KPIs (CXI, MOT pass rate, Mobile 24, recalls, documentation, and compliance).
4. Take ownership of customer issues and escalations (e.g., VSA/ PSA, Technical advice, capacity management) and liaise with stakeholders for timely resolution.
5. Support dealers with onsite training of current IT platforms for R&M / Warranty & Goodwill.
6. Support R&M adjudication team with high-value claim repair requests.
7. Coach dealers to improve claim submission efficiency & assist dealers to become more productive.
8. Take ownership of customer Warranty and R&M issues.
9. Take ownership of customer Comfort Managed contracts.
10. Resolve Customer Uptime claims.

To perform this role effectively, you should have customer and dealer experience, be able to manage problems efficiently, and have proven experience in stakeholder management.

We offer a competitive salary plus bonus scheme, along with benefits such as private healthcare, a healthy pension contribution, 25 days holiday (with options to buy more), and an attractive employee car scheme.

At MAN, we are committed to fostering a diverse, inclusive, and equitable workplace where everyone is valued and empowered to thrive. We welcome applications from individuals of all backgrounds and actively promote equal opportunities. If you require reasonable adjustments during the application process or employment, please let us know, and we will accommodate your needs.

MAN is proud to be an equal opportunity employer.