Product Support Manager

Role Summary The main responsibility of the Product Support Manager is to proactively manage, lead and develop the Product Support team through a strong customer- and business focus. This entails but are not limited to developing and distributing of Local Technical Market Information and expert Product Support. Liaise with Global and local partners regarding technical investigations and information required Job Responsibilities

• Control failure reporting to Sweden
• Compile FR reports on a regular basis
• Compile monthly management reports.
• Produce regular updates on outstanding product problems
• Participate when/were necessary in onsite investigations to resolve technical issues
• Facilitate the Southern Africa Help desk
• Facilitate field tests and there follow-up
• Manage literature & special tools subscriptions
• Support a 24hrs technical helpdesk
• Developing and distributing of Local and Technical Market Information
• Be actively involved in the/or the retro-fitment of any additional non-Scania systems or changes, which are to be made to the Scania vehicle
• Liaise with Depot Managers regarding technical investigations and Information required
• Liaise with Sweden & Brazil regarding technical investigations and Information required
• Compiling on a quarterly basis a Top Ten technical report on current Technical concerns to Scania Sweden for Trucks, Busses and Industrial Marine
• Facilitate support to all Southern Africa Markets.
• Visit the allocated markets regularly
• Ensure that all paper work, financial and non-financial, is always up to date and according to policy and procedures.
• Attend technical meetings, conferences and training when required
• Carry out Dealer audits when required.
• Control and issue relevant campaigns to dealers and load in Automaster.
• Compile and submit extended warranties when quality deviations occur.
• Liaise between Customer Care, Claims department and Scania Assist in identifying areas to improve the product reliability

• Control department processes and eliminate waste.
• Promote competency development within the Product Support team.
• Asist in the preparation needed when new products are released.
• When requested carry out other reasonable duties and responsibilities not specifically mentioned in the job description during the course and scope of employment

Applicants must meet these minimum requirements:

• Matric/Grade 12, Tertiary education in relevant field advantageous (Technical/Product Support)
• Relevant business knowledge and experience (3 – 5 years) in a similar role
• Experience in Market research/competitor analysis
• Extensive managerial and leadership experience preferably in (Automotive industry)
• Experience in Workshop Processes and Service Delivery (DCS)
• Very good understanding of Scania Products and systems.
• Driver’s license (Code 14 with Professional Drivers Permit)
• Computer literacy is of utmost importance
• Be proficient in business communication
• Have good internal and external customer relations

Competencies - these will be tested in the interview should you be shortlisted:

• Leadership
• Managing People and Resources
• Business Perspective
• Managing Resources
• Products and Services
• Leading Change
• Results orientated
• Effective Communication & Decision making ability
• Ensuring Accountability
• Fostering Learning & Development
• Adapting to change
• SHE

Integrity & Compliance:

All applications will be treated with full confidentially and will only be made available to the people involved in the recruitment process

Requisition ID: 18979 Number of Openings: 1.0 Part-time / Full-time: Part-time Permanent / Temporary: Permanent Country/Region: ZA Location(s): Johannesburg, ZA Required Travel: 25-50% Workplace: Hybrid