Head of Customer Support & Technical - Services


Head of Customer Support & Technical – Services

Location: Milton Keynes – Support Centre

Salary: £64,000 – £70,000 + company car + bonus + excellent benefit package

Working Hours: Monday to Friday


We have an exciting opportunity for a Head of Customer Support & Technical within our Services area of the business. You will have proven motivational leadership experience, excellent commercial awareness and exceptional judgement. You will have sound underpinning technical knowledge and a deep understanding of our industry. Your people skills will enable arbitration and negotiation that delights and team management that delivers industry leading levels of customer service and technical support

Essential Duties and Job Responsibilities

  • Central control of commercial goodwill with budgetary responsibility and policy prescription.
  • Daily management of the Customer Support team ensuring premium levels of support are delivered to National Account customers resulting in reciprocal goodwill and consequential business.
  • Through the Customer Support team, deliver value-adding support, commercial goodwill and process advice to Dealers both wholly owned and independent.
  • Be the “go-to person” for colleagues and the Dealer Network for coordination of escalated cases and incidents such as fires, safety incidents, claims and potential litigation.
  • Overall responsibility for the Technical Department, provision of technical support to our Dealers and Customers and financial control of department revenue and cost of sale.
  • Market responsible for Scania Assistance including implementation of Scania Assistance policies and procedures plus budgetary responsibility for wholesale case charges.
  • Liaison with DVSA on vehicle safety incidents, compliance, technical support and MOT test data.
  • Responsible for centrally received complaints handling and complaints policy. Case resolution, arbitration and where necessary escalation and intervention.
  • Cross-functional working and collaboration with other departments to ensure knowledge sharing and reduce competence gaps.
  • Participation as Secretary at Scania Dealer Association (SDA) Services Sub-Committee meetings maintaining excellent relationships with Independent colleagues.
  • Coordination of tachograph support services through sub-contractors and OE Manufacturers agents
  • The role is Milton Keynes-based but will require extensive travel across the UK and abroad from time to time.
  • Other duties as may be reasonably required.

Candidate Requirements

Knowledge, Skills and Abilities

  • Successful leadership experience in an Automotive setting.
  • Track record of successful and influential customer and colleague interventions. A people person with a reputation for integrity and ability to develop great relationships and foster trust.
  • A proven decision maker with a focus on adding value and ensuring a Customer first attitude.
  • Excellent judgement with commercial decision making and situation evaluation.
  • Good technical understanding. Not an expert but able to question and contribute to discussion.
  • Understanding of contract law and incident investigation.
  • An excellent working knowledge of the automotive industry, technology trends and Scania products.
  • Maintain a structured, logical approach to their work along with an element of flexibility where needed.
  • Demonstrate a passion for a job well done (right first time, on time) and excellent organisational skills.
  • Excellent communication skills both written and verbally, with high customer service skills.
  • Accept, welcome, and enable change to develop the role.
  • Demonstrate trustworthiness and integrity at all times.
  • Able to establish, cultivate and capitalise on relationships forged at all levels across the business, with the Manufacturer, customers and Dealer colleagues.
  • Computer literacy with proficiency in Scania systems & Microsoft Office programs (Outlook, Word, Excel, PowerPoint).
  • Flexible approach to working hours (this is not a 9-5 job)
  • Current valid driving licence.