About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:20.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Role Summary</b></H2> </div><div><p>The main responsibility of the Technical Helpdesk Engineer is giving Dealers, Workshops and Customers a high level of technical support to ensure a quick resolution of any problems and maximum uptime for the Scania product. This is achieved by solving technical questions with a quick lead-time and also to report quality deviations with Scania product or services. The job brings close collaboration with the Global Technical Support and Field Quality organisations at Scania Corporate.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:20.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Responsibilities</b></H2> </div><div><p><strong>Profesional Competencies (Duties and Task)</strong></p> <p><strong>1) Handling of Technical support cases - </strong>Ensure the efficient and timely handling of Technical cases.</p> <ul> <li>Manage cases (DRCA/FQCA, DRFR/FQFR and FQIT) within FRAS, Conversion and other applicable systems</li> <li>Be available for Dealers (Telephone, mail, skype, visits)</li> <li>Support trouble shooting & diagnosis of technical problems</li> <li>Assist the dealers in giving required technical assistance to customers</li> <li>Escalate cases within the Technical Support organisation where a higher priority is needed or when additional resources are needed to solve a problem</li> <li>Including Connected Services support and VRS (Vehicle Related Services) products and services. Supporting the VRS Manager. Where applicable</li> </ul> <p><strong>2) Spread Technical knowledge - </strong>Cascade knowledge and experience gained to better inform and train dealer workshops.</p> <ul> <li>Recommend, implement and support the Business Units with information, routines and training programs</li> <li>Assist technicians in the use of literature and systems to help them to solve technical problems</li> <li>Actively taking part in the process for in-house control of Technical information and upkeep and distribution of Technical information to relevant department employees, dealer workshops and customers</li> <li>Take part in technical conferences and training sessions to pass on knowledge to a wider audience in a short timeframe, preparing and presenting the latest information on a wide range of technical subjects</li> </ul> <p><strong>3) Improvement work according to the Scania Way (SRS) - </strong>Understand and act according to the Scania way frame work.</p> <ul> <li>Understand and act according to the Scania way frame work</li> <li>Maintain the normal situation, detect deviations and act immediately to eliminate them</li> <li>Contribute in daily follow-up, daily steering</li> <li>Participate and contribute in improvement activities based on a standardized working method</li> </ul> <p><strong>General Competencies </strong></p> <p>1) Business Perspective - Using an understanding of business issues, processes and outcomes to enhance business performance.</p> <p>2) Customer understanding - Demonstrates understanding of customers, their commercial offerings, industry, business, motivational drivers and needs. Understands how Scania can contribute to the optimization of customer profitability.</p> <p>3) Products and services - Maintains an up to date understanding of products and services necessary to perform duties and tasks. Understands Scania products and services value proposition connected to processes and business.</p> <p>4) SHE - Demonstrates understanding for importance of safety and health policies, procedures and regulations. Creates and safeguards a healthy, safe and sustainable work environment for all employees.</p> <p>5) Technical Capability -<strong> </strong>Understanding and applying functional and technical knowledge and skills to accomplish work objectives. Keeping up to date with new development in the subject area and continuing to enhance the skills.</p> <p><strong>Desireable experience & qualifications</strong></p> <ul> <li>Relevant Education or equivalent work experience</li> <li>Business knowledge and experience from a similar role an advantage</li> <li>Fluent in English</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:20.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Education</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Short-Cycle Tertiary Education 5 </li></ul></div></div>