Regional Manager - Central

Role Summary

The Regional Manager works in close interaction with workshops to develop, drive, support and follow up the activities to sell and produce services as well as ensure customer loyalty in the geographic area. This role has the functional responsibility to steer the service-related activities in the market and business plan in collaboration with the dealer and workshop service organization, aiming at reaching Scania’s commercial and financial targets in the area.

Job Responsibilities

Customer Service

Manage a medium-sized customer service area or several customer service sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards.

Resolving Customer Issues

Craft and cascade messaging and next steps for most commonly raised customer issues.

Operational Compliance

Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct.

Customer Relationship Management (CRM) Data

Oversee the implementation and maintenance of the customer relationship management system within the area of responsibility, identifying and communicating opportunities for system improvement that may enhance the management of customer relationships.

Leadership and Direction

Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

Performance Management

Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

Faults Diagnosis and Correction

Provide fault isolation and resolution for complex challenges to limit and address issues promptly.

Customer Needs Clarification

Set clear objectives for each sales call; develop and make presentations that are tailored to the known interests, needs, issues, and concerns of decision makers and influencers within the customer organization; gather and analyze relevant information; and gain agreement to a statement of customer requirements.

Internal Client Relationship Management

Manage relationships with internal clients and act as a business partner to them, building high levels of professional credibility and mutual trust, and managing the deployment of appropriate internal and/or external resources to support in delivering business strategy and plans.

Work Scheduling and Allocation

Develop medium- or long-term work schedules that enable the organization to achieve its business goals. Involves coordinating across multiple teams.

Organizational Capability Building

Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Provide informal training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.

Operations Management

Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).

Education

  • Master's Degree or Equivalent Level 7
Requisition ID:  7032
Number of Openings:  1.0
Part-time / Full-time:  Full-time
Regular / Temporary:  Permanent
Country / Region:  MY
Location(s): 

Shah Alam, 10, MY, 40150

Required Travel:  50-75%
Workplace:  On-site