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 focus on creating positive brand experiences for our customers and over time, evolve and shape our customer support function into a Customer Success organization.

Your role

In this role, you will continue to build the first parts of our customer support organization! A small team of key roles is already in place, but it will be your task to grow it and scale it into the launch an operational model that allows us to come closer to our customers.

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 Scania’s 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 at communicating and building relationships with the people around you. 

From time to time you will need to help in the daily customer escalations but often also zoom out and work with strategy and technology to deliver premium customer support. As you are aware 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.

You will report to the Director of E-mobility Services and be part of the management team. 

Who you are

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 the goals set. 

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

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

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 and managerial experience, 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.  We are offering a flexible work environment with the possibility to work at least part-time from home. You will also have the possibility to work from Scania’s hub downtown Stockholm.

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.

Interested? Great! Please help us understand why you should be our next colleague by providing us with your CV and a motivational letter.

Further information

For further information, please contact Andrea Wetterberg, Director E-mobility Services, andrea.wetterberg@scania.com, +46 76 516 65 00

A background check might be conducted for this position.

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