About this role
JOB DESCRIPTION
Provide personalized customer service, ensuring the correct reception of units, service follow-up, coordination with the workshop, and vehicle delivery, all in accordance with the quality, safety, and customer satisfaction standards established by Scania. Acquire: In the learning phase to be able to apply the competence in work situations. Is able to apply the competence in work situations with help. Apply: Is able to apply the competence in work situations independently without help. Guide: Is able to apply the competence in work situations under extraordinary or complex conditions as well as to orient and guide other people. Transform: Is considered an expert and is able to drive the development of new concepts and methods. Innovate: Is considered an authority in the field, both internally and externally.
RESPONSIBILITIES
- Ensure a positive customer experience from the reception to the delivery of the unit.
- Perform timely follow-up on requested services.
- Clearly communicate the status and progress of the service.
- Manage documents related to the service order.
- Comply with customer service and quality policies and procedures.
- Detect opportunities for improvement or additional service sales.
- Capture and update data in the corresponding systems.
- Support the management of complaints and claims, seeking effective solutions.
TASKS
- Reception of units in the workshop.
- Opening and closing of service orders in the system.
- Constant communication with the client regarding the status of the unit.
- Coordination with the technical team for work scheduling.
- Review of service history and active policies.
- Validation and authorization of budgets with the client.
- Ensure that the unit is clean and ready for delivery.
- Register complaints or disagreements and channel them appropriately.
- Preparation of basic follow-up or satisfaction reports.
- Follow-up on scheduled appointments and ensuring punctuality.
- Support in the recovery of overdue portfolio associated with services.
- Proposal of complementary services (preventive maintenance, extended warranties, etc.).
EDUCATION High school, Associate degree and/or Bachelor's degree completed.
JOB PROFILE
- 1 year of experience in customer service or similar position.
- Basic knowledge of automotive mechanics.
- Management of service management systems (CRM, ERP, etc.).
- Orientation to results and customer satisfaction.
- Oral and written communication skills.
- Intermediate Office (Word, Excel, Outlook).
- Excellent service attitude and teamwork.
SCANIA “SCANIA lleva a cabo procesos de reclutamiento transparentes y nunca solicita pagos, depósitos, transferencias o cualquier otra contraprestación económica para participar en una vacante, continuar con el proceso de selección o ser contratado. Los datos personales y documentación durante el proceso obedecen exclusivamente a fines administrativos y laborales, y en ningún caso implican un pago por parte del candidato. Cualquier persona que solicite dinero utilizando el nombre, logotipo y/o identidad de SCANIA actúa sin autorización de ésta. En caso de recibir una solicitud de este tipo, recomendamos hacer caso omiso, no realizar ningún pago y reportar el incidente a través de los canales oficiales de la e