Technical Helpdesk Engineer

Role Summary

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.

Job Responsibilities

Profesional Competencies (Duties and Task)

• Handling of Technical support cases - Ensure the efficient and timely handling of Technical cases.
• Manage cases (DRCA/FQCA, DRFR/FQFR and FQIT) within FRAS, Conversion and other applicable systems
• Be available for Dealers (Telephone, mail, skype, visits)
• Support trouble shooting & diagnosis of technical problems
• Assist the dealers in giving required technical assistance to customers
• Escalate cases within the Technical Support organisation where a higher priority is needed or when additional resources are needed to solve a problem
• Including Connected Services support and VRS (Vehicle Related Services) products and services. Supporting the VRS Manager. Where applicable
• Spread Technical knowledge - Cascade knowledge and experience gained to better inform and train dealer workshops.
• Recommend, implement and support the Business Units with information, routines and training programs
• Assist technicians in the use of literature and systems to help them to solve technical problems
• 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
• 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
• Improvement work according to the Scania Way (SRS) - Understand and act according to the Scania way frame work.
• Understand and act according to the Scania way frame work
• Maintain the normal situation, detect deviations and act immediately to eliminate them
• Contribute in daily follow-up, daily steering
• Participate and contribute in improvement activities based on a standardized working method
  
  
  

General Competencies

• Business Perspective - Using an understanding of business issues, processes and outcomes to enhance business performance.
• 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.
• 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.
• 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.
• Technical Capability - 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.
  
  
  

Desireable Experience & Qualifications

• Relevant Education or equivalent work experience
• Business knowledge and experience from a similar role an advantage
• Fluent in English
  
  
  

Education

• Short-Cycle Tertiary Education 5