Work Order Dispatch: Based on SLA requirements and the engineer's skills, location, and workload, rationally assign maintenance work orders from customers to the appropriate engineers; assist engineers in scheduling appointments with customers when necessary.
Information Communication: Accurately communicate all necessary information to the dispatched engineer, including: customer name, address, contact person, SLA requirements, equipment serial number and location, fault description, historical repair information, hotline team handling suggestions, special remarks (highlighted in red), equipment configuration, and required spare parts information.
Appointment Assistance: Assist engineers in filling in appointment times in the work order system; when appointment times exceed the SLA response time limit, report the abnormal situation and explain the reason.
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Candidate must possess at least a Professional Certificate, Diploma , Advanced / Higher / Graduate Diploma or Certificate in IT related field or equivalent
Independently and simultaneously coordinate vehicle/engine related cases reported to Scania Assistance
Administrate Scania Assistance cases from first customer call/contact to closing of a case according to standards, 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.
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