Service Coordinator

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Role Summary

The main responsibility of the service coordinator is to independently and simultaneously coordinate vehicle / engine related cases and to administrate cases from first customer call to closing of a case, ensuring a positive and accepted solution for the customer and in accordance with guidelines, standards and work manuals.

Job Responsibilities

• Coordinate customer initiated cases according to the case handling process.
• Independently and simultaneously coordinate vehicle / engine related cases reported to Scania Assistance.
• Administrate Scania Assistance cases from first customer call / contact to closing of a case according to standards, guidelines and manuals and to a positive and accepted solution for the customer.
• Analyse and direct new customer requests to the most appropriate Scania workshop for intervention.
• On behalf of the customer home dealer provide a guarantee of payment (GOP) to the repairing workshop.
• Assist the repairing workshop to fulfil his assignment within the limit of the provided GOP.
• Continuously inform and keep all parties including the customer updated on the progress of a case.
• According to standards and guidelines continuously update the emergency case handling system (SES) including keeping the log updated.
• Report to the Supervisor in case of quality problems in the breakdown service as per the service failure routine and with the view to help the service network to improve on respective markets.
• Take calls on the SECC line and administrate according to instructions (only Södertälje).
• Take responsibility for understanding the entire Scania Assistance process from customer contact / call to workshop invoice paid.
• Promote and live Scania’s Core Values of Respect for the Individual, Customer First, Elimination of waste, Determination, Team spirit and Integrity.
• Comply with Company policies and procedures, including the completion of documents and records.
• Foster and promote a safe and healthy work environment maintaining safe work practices at all time and.
• Improvement work according to the Scania Way (SRS).
• Be part of the improvement work within the Case handling process with the vision of working in a common way at all the Scania Assistance Centre globally.
• Actively participate in Scania Assistance improvement work in accordance with SRS methods.

Interfaces

Desirables Experience And Qualifications

Education

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