Service coordinator

About the opportunity

Scania Assistance is looking for a Service Coordinator to join our team in Aeroton, Johannesburg. Every day, our coordinators help customers minimise downtime and keep their operations moving when vehicles encounter unexpected issues.

Working as part of our 24/7 Assistance network, you will coordinate customer support primarily across

Southern and Eastern Africa, while collaborating with colleagues, workshops, dealers, Assistance Centres and service partners across the wider Scania network.

This is an important customer-facing role that requires professionalism, resilience and the ability to act quickly and accurately in a fast-moving environment. The successful candidate will play a key part in delivering reliable assistance, maintaining customer confidence and supporting Scania’s commitment to uptime and service excellence

Role Summary

The Service Coordinator is responsible for coordinating customer assistance cases from the first point of contact through to case closure, ensuring that each case is handled efficiently and in line with Scania Assistance standards, guidelines and work manuals. The role includes vehicle and engine-related assistance, charging-related call support, active case monitoring, accurate administration and clear communication with customers and stakeholders.

Job Responsibilities

The successful applicant will be responsible for:

• Coordinating Scania Assistance cases from initial customer contact to final closure.
• Providing professional telephone support to customers, including during urgent or high-pressure situations.
• Analysing customer requests and directing cases to the appropriate Scania workshop, dealer or support function.
• Asking relevant questions to understand the issue and enable effective case handling.
• Supporting customers with charging-related cases through call support, follow-up and escalation where required.
• Acting on charging station alerts, error notifications or failed charging events through the appropriate systems and escalation channels to support maximum uptime.
• Liaising with customers, dealers, workshops, Scania Assistance Centres, Business Units and Scania Assistance Head Office.
• Keeping relevant parties informed on case progress and next steps.
• Maintaining accurate case information and logs on the Eagle case handling system.
• Supporting repairing workshops within approved processes, guidelines and limits.
• Escalating service quality concerns where required.
• Participating in improvement activities aligned with Scania Way/SRS principles.
• Supporting other Assistance Centres when operationally required.

Required Skills and Attributes

Applicants should demonstrate:

• Good computer literacy and the ability to work across multiple systems.
• Strong telephone etiquette with a professional and friendly communication style.
• Fluency in English, both verbal and written.
• Good typing skills, spelling and attention to detail.
• Patience and professionalism when dealing with difficult or frustrated customers.
• The ability to multitask in a fast-paced environment.
• A quick-learning mindset and willingness to take ownership of personal development.
• Sound problem-solving ability and the confidence to ask clear, relevant questions.
• The ability to remain calm and effective under pressure.
• Flexibility and adaptability in response to changing customer needs, processes and technologies.
• A positive team approach and willingness to assist colleagues when required.

Advantageous Experience

The following will be considered an advantage:

• Previous call centre or customer service experience.
• Experience in the trucking, transport, automotive or heavy vehicle industry.
• Technical knowledge that can assist in identifying or narrowing down vehicle faults.
• Exposure to charging support, electric vehicles or e-mobility-related customer assistance.
• Multilingual ability, provided the applicant is fluent in English.
• Good IT knowledge and experience.

Shift Requirements

This role forms part of a 24/7 customer assistance environment. Applicants must be willing and able to work on a rotating shift schedule, including:

• Morning shifts
• Afternoon shifts
• Night shifts
• Weekends
• Public holidays

Flexibility in working hours is essential.

Competencies

• Customer-focused
• Professional and resilient
• Ability to balance urgency
• Accuracy and service quality
• Comfortable working shifts,
• Open to learning new technologies
• Transport industry experience

Integrity & Compliance

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

NB: Please be advised in order to apply for this vacancy you need to have been employed in your current role for a minimum of 1 year.