MALAYSIA

Job Descriptions

Technical Manager

The main responsibility of the Technical Helpdesk Manager is to ensure smooth and efficient running of the Local Technical Helpdesk 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 managing a team of technical engineers to help solve 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.

Managing the Technical Support Department – ensure the smooth daily running of the Technical Support department.

Hold a daily meeting to discuss and distribute Technical cases with the team at the Local Technical Helpdesk.
Ensure availability of engineers on the Technical Helpdesk telephone on a permanent or rota basis.
·Work within the established technical support processes and routines, and actively assist in the continuous improvements of these processes and standards.
Communicate and report product quality deviations to the Field Quality process.
Support and co-ordinate technical engineers during technical investigations to dealer workshops.
Provide timely and accurate technical assistance to the Services department, dealer workshops and customers directly or carry out remedial action as necessary.
Assist the dealer workshops in giving required technical assistance to customers.
Provide support and feedback to Service Managers on Dealer Operating Standards, structures and performance.
Attend technical seminars and keep informed on developments in such issues as production, technical and engineering innovations, within the truck and bus industry, and recommend changes where necessary.

Handling of Technical Help Desk cases – ensure the efficient and timely handling of Technical cases.

Manage cases (DRCA/FQCA and DRFR/FQFR) within FRAS and distribute within the technical team.
Support trouble shooting & diagnosis of technical problems.
Escalate cases within the Technical Support organisation where a higher priority is needed or when additional resources are needed to solve a problem.
Monitor KPI’s relating to case volume, case flow and handling times in order to understand where improvements can be made.
Guide the team where necessary to correctly answer all cases submitted with comprehensive and accurate answers.

Spread Technical knowledge – cascade knowledge and experience gained to better inform and train dealer workshops.

Recommend, implement and support the dealer workshops with information, routines and training programs.
Assist with training of technicians in the use of literature and systems to help them to solve technical problems.
Manage the process for the in-house control of Technical information and upkeep and distribution of Technical information to relevant department employees, dealer workshops and customers.
Host 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.

Managing improvement work according to the Scania Way (SRS) -

Set agenda for standardized work methods and improvement activities and manage resources within the same department.

Set agenda for standardized work methods and improvement activities and manage resources within the same department
Follow up on Improvement activities and goals in connection to the business objectives
Ensure transfer of best practice between teams within the same department
Understanding the difference between and work with both market plan activities (business improvements) and process improvements (continuous improvements)

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Workshop Manager

The main responsibility of the Workshop Manager is to proactively develop and manage the workshop business and operations in order to maximize customer and employee satisfaction, as well as business performance contributing to the profitable growth of Scania. The Workshop Manager ensures that customers have great confidence in the workshop through the provision of excellent service by managing employees and customer relationships.

Workshop management – Manage and plan the daily operations of the workshop, working with and acting on deviations. Leading and motivating the workshop and service staff and Services Salesman personnel.

Set routines for planning and follow up meetings.
Carry out regular meetings.
Verify there is an efficient flow of authorized work in the workshop, ensuring quality and documentation.
Develop, implement and monitor standards and routines, maintaining a high standard of cleanliness and tidiness within the workshop.
Monitor the ongoing condition of workshop tools and equipment, arranging purchase, repair and calibration.
Monitor and handle deviations, initiate proper actions and escalations.
Promote and work with DOS to ensure uniform quality standards in all areas of the business.
Coordinate the Spare Parts activity to ensure parts availability, ensure service exchange and warranty parts procedures are adhered to.
Manage the workshop facilities.
Create working time schedules for work shifts.

Workshop customer relations – Develop and manage customer relationships ensuring that customer needs are met and services are developed to meet the future needs of the customer.

Build and maintain the right level of relationships with customer representatives.
Monitor the processing of complaints and process major or complicated complaints.
Assist workshop personnel and customers regarding technical issues.
Participate in meetings with Key customers when required.

Workshop Service solution sales – Increase service solutions sales by developing, maintaining and communicating the services portfolio and solutions accorddsing to customer needs.

Market and communicate Scania services solutions to existing and potential customers.
Coordinate and follow up of the Services Salesman activities if required by the reporting line.
Enable a team based approach ensuring open and effective communication within the workshop to achieve common business objectives.
Monitor the workshop’s pricing and discounts to ensure that they meet the established level.
Cooperate with other local and distributor departments to develop, maintain and communicate the services strategy, portfolio and solutions.

Follow up workshop results – Develop the workshop business by following up budget, results, operational targets and taking measures in order, to achieve set targets.

Manage and analyze the workshop’s running costs and expenditure budget.
Regularly follow up service business and financial results
Set, monitor, maintain and follow up KPI's.
Work with and handle applicable licenses for the workshop operations, monitor possible developments.
Analyze current standards to identify and present opportunities for improvement of the workshop.
Proactively initiate improvement activities, ensuring conditions are in place to achieve workshop goals.

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Crash Repair Team Leader

The main responsibility of the Team Leader (Crash Repair) is to monitor and enforce high quality of repairs on Scania products. Satisfied customers, on time delivery and safety at work is achieved by following defined processes, standards and guidelines. The team leader contributes to customer satisfaction, Scania’s profitability and safety on our roads.

Before Maintenance or Repair Event - Secure that right information, tools and spare parts are available.

Receive the damaged vehicle.
Carry out preliminary inspection in preparation of issuance of an estimate.
Collect required data and if need additional information from Service Advisor from customer.
Ensure all the parts needed have arrived at the warehouse.
Ensure complete documentation before submission of any insurance claim Prepare / review estimate for insurance submission and managed repair cost to achieve economical repair.
Liaise with estimator during preliminary inspection.

During Maintenance or Repair Event - Through well-known and described working methods and standards perform maintenance or repair on time in a correct and safe way.

Assign task to technician.
Monitor the process of the repair and ensure safety work environment.
Prepare supplementary quotations when necessary.
Ensure spare parts arrival listed in the supplementary estimate.
Liaise with the contractors when necessary.
Inform Service Advisor on the additional findings of the repair.
Monitor technician repair / standard time usage and ensure work is done efficiently.
Communicate estimated timeline of completion with the Service Advisor and customer if necessary and if additional is required.
Look for used parts if required by the insurance company and liaise with parts team.
Monitor work from contractor for body work and related tasks.

After Maintenance or Repair Event - Secure minimized lead time of invoicing. Through clear description of performed work and/or communicated what needs to be done if the work is handed over to a colleague.

Ensure all the repair work have been carried out accordingly.
Ensure all old parts are collected in a designated area for further inspection by the estimator.
Carry out final inspection and road worthy after the repair has been carried out.
Liaise with estimator for final inspection.
Ensure documents are signed from relevant parties.
Review final cost before invoicing.

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Senior Account Executive

The main responsibility of the Accounts GL/Reporting/Audit/Tax in SSEA is to perform accounting related to the efficient maintenance and processing of general ledger, financial reporting, audit support and tax reporting. Also it is to ensure the chart of accounts and application system interface with accounting entries comply with the Company’s COFM (Commercial Operations Financial Model). This is achieved by collecting, analysing and reporting of financial data.

Accounting & Reporting - Carrying out accounting and reporting activities and operation of the local finance system

Ensure all general ledger are updated timely, accurately and processed in accordance to the financial policies and established procedures
Takes responsibility for overall reporting, local, head office and statutory reporting
Analyse and clarify reporting question from the Company’s Head Office
Maintain chart of accounts comply with COFM
Monitoring Automaster accounting ID and ensure interface entries are accurate and comply with COFM transaction plan
Ensure fixed assets register are properly updated
Prepare monthly reporting analysis by comparisons with prior year and budget
To give support on accounts receivable, accounts payable and treasury function
Tax computation and reporting
Review tax schedule for yearly corporate tax submission.
Assist in analyzing accounts for month end closing
Review all balance sheet accounts reconciliation and give advice to team member for any issue arises
Year end audit accounts computation and liase with auditor
Review tax schedule for yearly corporate tax submission
To fully support for any project or system enhancement which impact to accounting to ensure interface accounting entries mapping are accurately and comply with COFM
To support Market Plan and Business Plan
Participate in finance system implementation and system enhancements projects
Liaise with inter company, auditors, tax agents and other financial and regulatory authorities
To clarify question from auditors, tax agents and other operation departments
Working with own team and/or with other process teams to identify and implement improvement opportunities
Perform other ad-hoc tasks as assigned and required

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Solutions Sales Executive

The main responsibility of a Scania salesperson is to proactively promote and sell Scania products and services contributing to the profitable growth of Scania.

The role is focusing on deals with new & used vehicles as base, but is also including an overall responsibility for the customers in a certain territory or customer segment. It’s a role supported by service and specialist salespeople in some cases due to complexity or other reasons. The Scania salesperson shall be able to handle most solution sales deals. This is achieved by approaching new customers and by developing the existing.

Focusing on the customer, understanding and transforming their needs in to value adding solutions as well as upholding a positive brand image are key aspects for the role.

Prospecting - Contribute to identify potential customers and create sales opportunities where Scania can deliver value to the customer and be profitable.

Contribute to identify new potential customers.
Contribute to identify total market potential.
Contribute to structure and develop customer base through local segmentation.
Keep up to date with customers and the local market
Keep track of customer’s fleet requirement and purchase timing.
Keep up to date with Scania product and service portfolio.
Keep up to date with competitors’ product / service portfolios and activities.
There shall be an intention to let a central business intelligence function do most of the prospecting work resulting in a customer lists.
Actively participate in campaigns and customer events, fairs, organizing demonstrations.
Proactively cooperate with internal stakeholders to achieve business objectives.

Contacting - Develop and increase the customer base by analyzing contacts or prospects, understand their needs, plan and conduct meetings, build relationships and argue for Scania´s value proposition.

Analyze customer list and set target for customers.
Plan and prepare customer contacts
Contact customers through phone calls, mails and meetings.
Ask value driven questions to understand the customers’ business, operations and unfulfilled needs.
Identify the customer total needs and evaluate the probability to get a deal and the potential gain.
Record and update relevant customer information in Scania tools.
Follow up customer contact.
Increase the customer base by working actively with contacting prospects.
Build and maintain long term business relations with existing customers by providing them with product performance monitoring and operational improvement advice.
Act professional as a Scania ambassador and market the full range of Scania products and services.

Quoting - Create offer by verifying prospects’ needs, translating them into tailored solutions, negotiating the deal and follow-up.

Verify prospects’ needs, both conscious and non- conscious.
Translate prospects’ needs to Scania tailored solutions and work together with relevant functions in order to create the best total offer, incl both vehicle and services.
Present, communicate and negotiate with customer regarding suggested offer.
Follow-up quotation.
Follow-up on actual sales vs. targets and act on deviations.

Finalizing deal - Close the deal and ensure long-term customer satisfaction.

Ensure legal requirements and business rules.
Secure delivery capabilities and early involvement from internal organization and suppliers for delivery.
Communicate agreement internally and externally.
Analyze and share lessons learned from won and lost sales.

Delivering vehicle to customer

Vehicle handover to the customer in coordination with the Sales back-office.
Handle trade-in and buy back according to internal rules.
Follow up customer satisfaction after delivery.

Acting as single point of contact

Be and act as the preferred contact person for all commercial demands from the customer be it used vehicles, rental, services, demo.
Liaise with other departments in order to collect the requested information and communicate with the customer.

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Services Sales Executive

The main responsibility of an outdoor Service Salesperson is to proactively promote and sell Scania parts and services, meeting commercial and financial targets and thereby contributing to the profitable growth of Scania.

The role is focusing on untapped potential at rolling fleet customers, i.e. approaching customers when the vehicle is already sold. Typical situations where the Service Salesperson contributes:

• contract not sold together with vehicle or renewal of contracts (R&M, FMS, driver training etc.)

• customers with own workshop to whom there’s a potential to discuss parts supply or take-over of workshop operations

• vehicle inspections by authorities

• change of owner of a vehicle

Focusing on the customer, understanding and transforming their needs in to value adding solutions as well as upholding a positive brand image are furthermore key aspects for the role.

Prospecting - Contribute to identify potential customers and create sales opportunities where Scania can deliver value to the customer and be profitable.

Contribute to identify new potential customers.
Contribute to identify total market potential.
Contribute to structure and develop customer base through local segmentation.
Keep up to date with customers and the local market.
Keep up to date with Scania product and service portfolio.
Keep up to date with competitors’ product / service portfolios and activities.
There shall be an intention to let a central business intelligence function do most of the prospecting work resulting in a customer lists.
Actively participate in campaigns and customer events, fairs etc.
Cooperate with internal stakeholders to achieve business objectives.

Contacting - Develop and increase the customer base by analyzing contacts or prospects, understand their needs, plan and conduct meetings, build relationships and argue for Scania´s value proposition.

Analyze customer list and set target for customers.
Plan and prepare customer contacts.
Contact customers through phone calls, mails and meetings.
Ask value driven questions to understand the customers’ business and budget.
Identify the customer total needs and evaluate the probability to get a deal and the potential gain.
Record and update relevant customer information.
Follow up customer contact.
Increase the customer base by working actively with contacting prospects.
Build and maintain long term business relations with selected customers at the right level.
Act professional as a Scania ambassador and market the full range of Scania products and services.

Quoting - Create offer by verifying prospects’ needs, translating them into tailored solutions, negotiating the deal and follow-up.

Verify prospects’ needs, both conscious and non- conscious.
Translate prospects’ needs to Scania tailored solutions and work together with relevant functions in order to create the best total offer.
Present, communicate and negotiate with customer regarding suggested offer.
Follow-up quotation.
Follow-up on actual sales vs. targets and act on deviations.

Finalizing deal - Close the deal and ensure long-term customer satisfaction.

Ensure legal requirements and business rules.
Secure delivery capabilities and early involvement from internal organization and suppliers for delivery.
Communicate agreement internally and externally.
Analyze and share lessons learned from won and lost sales.

Apply

Technician

The main responsibility of the Maintenance Technician is to perform high quality maintenance and repairs on Scania products. Satisfied customers, on time delivery and safety at work is achieved by following defined processes, standards and guidelines. The Technician contributes to customer satisfaction, Scania’s profitability and safety on our roads.

Before Maintenance or Repair Event - Secure that right information, tools and spare parts are available.

Collect work order.
Read and understand work order.
Start up work order.
Collect additional information.
Secure access to right tools.
Pick up spare parts.

During Maintenance or Repair Event - Through well-known and described working methods and standards perform maintenance or repair on time in a correct and safe way.

Prepare vehicle/ prepare component.
Complete visual inspections.
Search for additional information in systems.
Secure spare parts for additional jobs.
Perform maintenance or repair on vehicle/component.
Manage deviations.
Return not used spare parts.
Clean exchange parts.
Return special tools.
Clean work area.
Restore vehicle to handed-in condition.
Inform Foreman/Service Advisor about additional faults or findings.

Clarify performed work in work order and put signature
End work order.
Complete handover.
Secure planning of next job.

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SCANIA INTERNSHIP PROGRAMME

The main responsibility of the Apprentice Technician is to perform high quality maintenance and repairs on Scania products while learning the profession and develop necessary knowledge and skills. Satisfied customers, on time delivery and safety at work is achieved by following defined processes, standards and guidelines. The Technician contributes to customer satisfaction, Scania’s profitability and safety on our roads.

Before Maintenance or Repair Event - Secure that right information, tools and spare parts are available.

Collect work order.
Read and understand work order.
Start up work order.
Collect additional information.
Secure access to right tools.
Pick up spare parts.

During Maintenance or Repair Event - Through well-known and described working methods and standards perform maintenance or repair on time in a correct and safe way.

Prepare vehicle/ prepare component.
Complete visual inspections.
Search for additional information in systems.
Secure spare parts for additional jobs.
Perform maintenance or repair on vehicle/component.
Manage deviations.
Return not used spare parts.
Clean exchange parts.
Return special tools.
Clean work area.
Restore vehicle to handed-in condition.
Inform Foreman/Service Advisor about additional faults or findings.

Clarify performed work in work order and put signature
End work order.
Complete handover.
Secure planning of next job.

Apply