Head of Digital Customer Services Support

Scania is now undergoing a transformation from being a supplier of trucks, buses and engines to a supplier of complete and sustainable transport solutions.

An integral part of the future we are diving into, is our ability to provide great support for our digital customer services. Therefore we are now looking for a Digital Customer Services Support Manager, to join us and build up the support organization of the future. The role will report to Director Strategy and Portfolio Management and be part of that management team at KY, Service Portfolio and Delivery, in Sales and Marketing. 

Your role

You will start by actually building the first parts of our customer support organization!

We are planning to launch an operational model that allows us to come closer to our customers and you will be part of recruiting your team-mebers to make that happen.

You will focus on creating positive brand experiences for our customers and over time, evolve and shape our customer support function into a Customer Success organization. You will be working towards our business goals and customer’s business needs around digital services. You will consistently drive change that will lead to better customer outcomes. Customer-obsession in everything from interactions, methods and tools is your greatest interest!

Your team will be an important partner for Scanias product and commercial teams, and they will use the insight gained from contact with customers to drive changes that improve the customer experience. Therefore it is important that you are great in communicating and building relationships with the people around you. 

From time to time you will need to help i the daily customer escalations but often also zoom out and work with strategy and technology to deliver premium customer support. As you are well aware of from your experience, there can be a high workload and pressure on the customer support team and therefor it is highly valued that you also can motivate your team members and are able to create a fun, empathetic and positive working environment.

Who you are

You are motivated by challenge and you see opportunities and possible solutions rather than problems and obstacles.

You have proven that you can drive change and get lasting results and you believe that working together with and through others to solve complex issues is the best way to reach results. 

You have great communication skills and don’t shy away from rolling up your sleeves.

You can manage expectations in a complex environment with many stakeholders and can get other’s enthusiastic about new ideas.

You have experience from working in customer facing roles, preferably in a B2B setting and if you have built or driven change in customer support organizations that is a merit.

You are a great leader and preferably you have had team leading roles, where you lead by being a role model. 

You bring energy, enthusiasm and presence to the table. 

What we offer

Scania’s culture is characterized by openness, diversity and respect for the individual. The people who work here are our most important asset, so we will invest in you to help you grow with us. As a Scania employee, you are offered several benefits in addition to personal and professional development opportunities. These benefits include mutual bonus, leasing car, occupational pension and more.

The team

We are a diverse team who can't wait to tackle the challenges together with you. You will join a team where we  allow all our great colleagues to deliver fabulous services that will delight our customers today and in the future. The journey will be tough and we will have to make wise choices, hard prioritizations and work as a team to move ahead. We will do that with smiles on our faces and in a work environment where we trust and support one another, embrace different perspectives and value a can-do attitude.

Intersted? Great! Please help us understand why you should be our next colleague by providing us with your CV  and a motivational letter no later than December 3.

 

Further information

For further information, please contact Andrea Wetterberg, Director Strategy & Portfolio Management, andrea.wetterberg@scania.com, +46 76 516 65 00

 


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 2020, we delivered 66,900 trucks, 5,200 buses as well as 11,000 industrial and marine power systems to our customers. Net sales totalled to over SEK 125 billion, of which over 20 percent were services-related. Founded in 1891, Scania now operates in more than 100 countries and employs some 50,000 people. Research and development are mainly concentrated in Sweden. Production takes place in Europe and Latin America with regional product centres in Africa, Asia and Eurasia. Scania is part of TRATON GROUP. For more information visit: www.scania.com.