Mercedes-Benz USA taps Gareth Joyce as new vice president for customer services

Article by Christian Andrei, on November 24, 2011

Mercedes-Benz USA has appointed Gareth Joyce to be the vice president for customer services. He will succeed Alan McLaren who will be going back to his native Australia. Joyce, who will take over on January 1, is currently the head of after-sales at Mercedes-Benz Netherlands.

McLaren is leaving since his five-year contract at the U.S. subsidiary will expire at the end of the year and he did not want to be assigned by Daimler AG to other parts of the world, according to Mercedes-Benz USA spokesman Geoff Day.

McLaren, who is 45, has cited personal reasons for his departure. However, sources clarified that this is not related to the termination of former Mercedes-Benz USA CEO Ernst Lieb. McLaren and Lieb had been coworkers in Australia as they worked for Daimler and Mercedes-Benz. McLaren supervised the development and construction of Mercedes' new company-owned Mercedes-Benz Manhattan dealership located in New York.

McLaren is recognized for having launched several initiatives to enhance dealer service and quality. Mercedes-Benz USA CEO Herbert Werner told employees and dealers that when McLaren was still with MBUSA, there was tremendous growth and development in the customer services area of its business.

In 2004, Joyce entered Daimler in South Africa in its managing the technical and service division. He became the head of service in May 2006. Upon the integration of the parts and service divisions in South Africa, McLaren was named the head of after-sales in January 2007. And in July 2009, he took on the job as chief of after-sales at Mercedes-Benz Netherlands.

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