Assistance Service Coordinator ANG/PL

• Independently and simultaneously coordinate vehicle/engine related cases reported to Scania Assistance
• Administrate Scania Assistance cases from first customer call to closing of a case according to procedures, 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 case
• According to manuals 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 services as per the service failure routine and with the view to help the service network to improve on respective markets.
• Take responsibility for understanding the entire Scania Assistance process from customer call to workshop invoice paid
• Actively participate in Scania Assistance improvement work in accordance with SRS methods
• Work in continuous operation

Work in an international company
Education, training

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