Customer Support Lead, Connected Services and Solutions
Scania / Supportteknikerjobb / Södertälje
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hela Sverige Scania is a world leading provider of transport solutions. Together with our partners and customers we drive the shift towards a sustainable transport system. Sustainability at Scania includes having a healthy work place with diversity, inclusion and equal opportunities for men and women.
Great customer service is the backbone of great customer relationships. To be a successful service provider, customer service and knowing how to deliver premium customer experience is one of the most important capabilities.
Customer Experience is a group within the Enablement section of Connected Services and Solutions and we are today a team of UX/Service designers whose mission is to help the organisation develop products/services that really helps our customers getting their job done and thereby creating value for them. However, the scope of our responsibility is broader than that as we really want to be the "voice of the customer" when it comes to the whole experience of the service. Support is of course a crucial part of that experience. We are therefore looking for a Customer Support Lead to strengthen our team.
Job description
As Customer Support Lead your main task will be to secure that we always manage to deliver the best customer service. Every member of the organization impacts the customer experience and they might be spread between different departments or even business units. Your focus in the short run is to be involved in the work of putting these parts together in the most efficient way and also to make sure that we have the processes and tools needed.
In the long run the focus will be more on maintaining and improving the cooperation between designers, product owners, developers, support technicians and support agents so that we always can give our customers premium support.
Knowledge of customer needs is of course crucial to your success in this position. You will continuously gather this knowledge through communication with customers, Scania colleagues, business intelligence as well as through partners.
Your profile
You probably have an background within the customer support area and with a few years of experience with setting up effective support organizations and implementation of modern customer service platforms. Preferably you have a technical background within software development and with good coordination skills. Of course you need to have a "customer first approach".
A prerequisite is excellent communicative skills allowing you to effectively communicate with customers and colleagues. Fluency in English is a requirement and some travelling will be required since you will be responsible for collecting customer requirements within the area.
For further information
If you find this position interesting and want more information, please contact:
Mattias Österman,
mattias.osterman@scania.com, +46 8 553 505 61, Head of Customer Experience.
Application
Your application should include a cover letter and a CV. Interviews will be scheduled continuously.
Scania is a world-leading provider of transport solutions. Together with our partners and customers we are driving the shift towards a sustainable transport system. In 2017, we delivered 82 500 trucks, 8 300 buses as well as 8 500 industrial and marine engines to our customers. Net sales totalled nearly SEK 120 billion, of which about 20 percent were services-related. Founded in 1891, Scania now operates in more than 100 countries and employs some 49 000 people. Research and development are concentrated in Sweden, with branches in Brazil and India. Production takes place in Europe, Latin America and Asia, with regional production centres in Africa, Asia and Eurasia. Scania is part of Volkswagen Truck & Bus GmbH. For more information visit
www.scania.com.Varaktighet, arbetstid
Heltid/ Ej specificerat
Publiceringsdatum2018-08-22ErsättningLön enligt avtal
Så ansöker duSista dag att ansöka är 2018-09-09
Klicka på denna länk för att göra din ansökanFöretagScania
AdressScania
Vagnmakarvägen 1
15187 Södertälje
KontorsadressVagnmakarvägen 1
Jobbnummer 4302970
Observera att sista ansökningsdag har passerat.