Parts Advisor (Blue Collar) - Operational Professional 2

Norsk Scania AS; Colima; On-site; MXN 240,000 - 300,000; Full time

Job summary

Scania Mexico is seeking a Parts Advisor to deliver personalized customer service, ensure correct reception of units, and coordinate with the workshop for vehicle delivery, all while upholding quality and customer satisfaction standards.

You will manage service orders, follow up on requests, communicate progress, and capture data in service systems. A high school or higher degree plus 1 year in customer service and basic automotive knowledge are required.

Qualifications

• High school, associate degree or bachelor's degree completed.
• At least 1 year of experience in customer service or similar.
• Basic knowledge of automotive mechanics.
• Experience with service management systems (CRM, ERP).
• Strong communication and teamwork.

Responsibilities

• Ensure a positive customer experience from reception to delivery.
• Perform timely follow-up on requested services.
• Communicate service status and progress clearly.
• Manage documents related to service orders.
• Follow customer service and quality policies.
• Identify opportunities for additional service sales.
• Update data in the respective systems.
• Support handling complaints and claims with effective solutions.

Skills

Customer service

CRM

ERP

Office suite

Communication skills

Education

High school/Associate/Bachelor degree completed

Tools

CRM software

ERP software

MS Office

Job description

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Parts Advisor (Blue Collar) - Operational Professional 2

JOB DESCRIPTION

Provide personalized customer service, ensuring the correct reception of units, service follow-up, coordination with the workshop, and vehicle delivery, all in accordance with the quality, safety, and customer satisfaction standards established by Scania.

• Acquire: In the learning phase to be able to apply the competence in work situations. Is able to apply the competence in work situations with help.
• Apply: Is able to apply the competence in work situations independently without help.
• Guide: Is able to apply the competence in work situations under extraordinary or complex conditions as well as to orient and guide other people.
• Transform: Is considered an expert and is able to drive the development of new concepts and methods.
• Innovate: Is considered an authority in the field, both internally and externally.

RESPONSIBILITIES

• Ensure a positive customer experience from the reception to the delivery of the unit.
• Perform timely follow-up on requested services.
• Clearly communicate the status and progress of the service.
• Manage documents related to the service order.
• Comply with customer service and quality policies and procedures.
• Detect opportunities for improvement or additional service sales.
• Capture and update data in the corresponding systems.
• Support the management of complaints and claims, seeking effective solutions.

TASKS

• Reception of units in the workshop.
• Opening and closing of service orders in the system.
• Constant communication with the client regarding the status of the unit.
• Coordination with the technical team for work scheduling.
• Review of service history and active policies.
• Validation and authorization of budgets with the client.
• Ensure that the unit is clean and ready for delivery.
• Register complaints or disagreements and channel them appropriately.
• Preparation of basic follow-up or satisfaction reports.
• Follow-up on scheduled appointments and ensuring punctuality.
• Support in the recovery of overdue portfolio associated with services.
• Proposal of complementary services (preventive maintenance, extended warranties, etc.).

EDUCATION

• High school, Associate degree and/or Bachelor's degree completed.

JOB PROFILE

• 1 year of experience in customer service or similar position.
• Basic knowledge of automotive mechanics.
• Management of service management systems (CRM, ERP, etc.).
• Orientation to results and customer satisfaction.
• Oral and written communication skills.
• Intermediate Office (Word, Excel, Outlook).
• Excellent service attitude and teamwork.