Customer Service Engineer

Actively provide information, follow up on inquiries or complaints, and maintain contacts with customers & markets in order to guarantee premium customer service and satisfaction.、

Market follow-up for customer issues：

Follow up on issues for your assigned customers, whether that be Scania or Next Era Business Units here in China, Hyger bus in Suzhou, Scania Parts Center Belgium, SAS Rugao or others. It's expected that you support these customers by

- preparing planning and control sheets, preparing and leading customer meetings participating in them.

-Assessing irregularities in orders and deliveries. Closest follow up needed on parts needed to resolve vehicle breakdowns and backorders.

-Monitoring and communicating all changes occurring within China through the business units.

-Build and further develop specific market knowledge for the customers.

-Performing preparatory work for customer meetings or carrying out specified analyses for the customer.

-Taking the lead for communication and follow up for accident vehicles.

Mailbox management：

Short term -Following up on incoming short-term inquiries from the common mailboxes.

-Do not just react to emails. Proactively inform customers of potential delays, engineering changes, or supply constraints before they impact operations.

-Lead the resolution of claims involving quality, warranty, or logistics errors. Align with Quality, Customer, and Warehouse/Transport for this resolution.

Continuous Improvement：

actively participating in 1 or more long term project for the development of processes and operations at the China Parts Center.

-Actively contributing to bi-weekly or monthly meetings of the process group.

-Monitoring deviations and working on improvement proposals to continuously enhance service delivery.

Outbound Logistics Coordination：

Collaborate with our Logistics Providers and Freight Forwarders to ensure on-time delivery. Handle customs documentation discrepancies and shipping delays.

-Ad Hoc shipment changes as well as tracking should be provided if needed. Creating and Maintaining Digital tools (5%) Work with Excel and PowerBI tools to analyze Market and SAP data.

Admin：

Handling various Admin tasks in the department.