Area Services Manager

Role Summary

The main responsibility of the Area Services Manager is to work in close interaction with dealers and 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. The area services manager 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

Area Service strategy implementation

• Support implementation of and follow up the Services Strategy in the area, as base for the Market- and Business Plan. 
• Represent the Services Director service function in the area
• Implement and foster the Scania Services Mindset in the area. Lead by example
• Encourage and promote a result- and customer oriented mind-set 
• Follow up set KPI:s from Services Strategy
• Steer  the Services sales based on active services sales strategy Retail Sales Management (RSM-Services)
• Manage the pricing strategy
• Support implementation of Business Plan 
• Identify new business opportunities together with the dealer
• Develop and promote Scania services 
• Collect sales data to create forecasts and action plans for services strategies 
• Ensure that relevant financial and performance reports are compiled, analysed for further improvements
• Monitor market and competitor activity, trends and demands
• Coordinate and escalate findings and market needs back to the distributor

Communicate the Services offer

• Communicate and market the services business, portfolio and service solutions    
• Help to implement new solutions in line with customer needs, actively interacting and listening to the network
• Market and communicate Scania services and the portfolio to existing and potential customers

Resolving Customer Issues

• Aggregate customer issues and collate the most commonly raised issues in order to create/develop response strategy.

Operational Compliance

• Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. OR Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.

Faults Diagnosis and Correction

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

Customer Relationship Management (CRM) Data

• Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities OR Ensure that team members maintain up-to-date customer relationship management data, identifying and resolving issues.

Customer Needs Clarification

• Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Periodic Health Checks

• Maintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the product/service.

Service-Related Upselling and Cross-selling

• During service interactions, look for opportunities to bridge customer needs to additional products/services offered by the organization.

Education