Customer Care Manager Benelux - Truck & Van
Vue: 115
Jour de mise à jour: 16-11-2025
Localisation: Brussels Brussels Capital
Catégorie: Direction Mécanique / Technique Entretien
Industrie: Finance
le contenu du travail
COMPANY PROFILE:
CNH Industrial is a global leader in the capital goods sector with established industrial experience, a wide range of products and a worldwide presence. Each of the CNH Industrial’s brands is a major international player in its specific industry: Case IH, New Holland Agriculture and Steyr for tractors and agricultural machinery; Case and New Holland Construction for earth moving equipment; Iveco for commercial vehicles; Iveco Bus and Helieuz Bus for buses and coaches; Iveco Astra for quarry and construction vehicles; Magirus for firefighting vehicles; Iveco Defence Vehicles for defence and civil protection; and FPT Industrial for engines and transmissions. More information can be found on the corporate website: www.cnhindustrial.com
ESSENTIAL RESPONSIBILITIES:
As Customer Care Manager Benelux, you will take care of the following:
- ANS24 (Assistance-Non-Stop 24/7) 2nd level support for Benelux market:
- Support, coordinate and motivate all internal & external actors having impact on the ANS24 case management in order to reduce breakdown lead-time (UPTIME) and increase quality/efficiency
- Support the dealer network in Benelux (and Field staff) in increasing awareness and usage of IVECO mobility (ANS24 mobility app, …) offering towards customers
- Interact with local mobility providers and HQ reference (Iveco Customer Center) in order to optimize the mobility KPI’s and solve critical issues
- Customer Care case management for “Customer Relation” & “Red Alerts” (ANS, Aftersales, Relation) cases in Benelux
- Ensure correct closure of Customer Care cases within 5 working days
- Increase Customer Satisfaction Index (CSI/NPS) on Customer Care cases in Benelux
- Direct management of all high level & legal Customer Care cases in Benelux in a way to satisfy the customer on one side and preserve IVECO from legal risks on the other side
- Internal/external (customer, 3rd party, …) communication on Product Liability cases in Benelux
- Ensure the distribution management of Special Tools to the Benelux network
QUALIFICATIONS/REQUIREMENTS:
- Bachelor or Master degree
- Minimum 3 years of professional experience in an Aftersales
- ‘Customer Care’ environment, preferably within Commercial Vehicles or equivalent Automotive industry
- Technical knowledge/understanding on Commercial Vehicles or Automotive products
- Bilingual Dutch & French with a very good knowledge of English
- Customer oriented focus and stress resistant
- Decision maker, quick thinking and pro-active approach
- Good command of PC skills (MS Office Word, Excel & PowerPoint)
- Flexible to ensure permanency in the service
- Available to travel within the Benelux market
Date limite: 31-12-2025
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