Product Support Manager

Scania Nederland B.V.; Johannesburg; On-site; ZAR 700,000 - 900,000; Full time

Job summary

A leading company in the automotive industry seeks a Product Support Manager based in Johannesburg. This role involves overseeing the Product Support team, managing technical investigations, and ensuring customer satisfaction across Southern Africa markets. The ideal candidate will have a strong background in technical support and leadership experience in the automotive field.

Qualifications

• 3-5 years of relevant business experience in a similar role.
• Good understanding of Scania products and systems.
• Driver’s license (Code 14) with Professional Drivers Permit.

Responsibilities

• Manage and develop the Product Support team with a focus on customer satisfaction.
• Compile and provide technical reports and updates on product issues.
• Coordinate with regional partners and manage field tests.

Skills

Leadership

People and Resource Management

Business Perspective

Effective Communication

Education

Matric/Grade 12

Tertiary education in a relevant field

Tools

Computer literacy

Job description

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The main responsibility of the Product Support Manager is to proactively manage, lead, and develop the Product Support team with a strong customer and business focus. This includes developing and distributing Local Technical Market Information and providing expert Product Support. The manager will liaise with global and local partners regarding technical investigations and information sharing.

Job Responsibilities

• Control failure reporting to Sweden
• Compile FR reports regularly
• Compile monthly management reports
• Provide updates on outstanding product issues
• Participate in onsite investigations to resolve technical issues when necessary
• Facilitate the Southern Africa Help Desk
• Coordinate field tests and follow-ups
• Manage literature and special tools subscriptions
• Support a 24-hour technical helpdesk
• Develop and distribute Local and Technical Market Information
• Support retrofitting of additional non-Scania systems or modifications to Scania vehicles
• Liaise with Depot Managers regarding technical investigations and information needs
• Prepare quarterly Top Ten technical reports for Scania Sweden covering Trucks, Buses, and Industrial Marine
• Provide support to all Southern Africa markets, including regular visits
• Ensure all paperwork, financial and non-financial, complies with policies and procedures
• Attend technical meetings, conferences, and training as required
• Conduct dealer audits when necessary
• Manage campaigns for dealers and update Automaster accordingly
• Compile and submit extended warranties for quality deviations
• Coordinate with Customer Care, Claims, and Scania Assist to improve product reliability
• Control and optimize departmental processes to eliminate waste
• Promote skill development within the Product Support team
• Assist in preparations for new product launches
• Perform other duties as reasonably required during employment

Minimum Requirements

• Matric/Grade 12; tertiary education in a relevant field is advantageous (Technical/Product Support)
• 3-5 years of relevant business experience in a similar role
• Experience in market research and competitor analysis
• Extensive managerial and leadership experience, preferably in the automotive industry
• Experience with workshop processes and service delivery (DCS)
• Good understanding of Scania products and systems
• Driver’s license (Code 14) with Professional Drivers Permit
• Proficiency in computer literacy
• Strong business communication skills
• Excellent internal and external customer relations skills

Competencies (to be assessed in the interview)

• Leadership
• People and Resource Management
• Business Perspective
• Resource Management
• Product and Service Knowledge
• Leading Change
• Results Orientation
• Effective Communication & Decision-Making
• Accountability
• Adaptability
• SHE (Safety, Health, Environment)

Integrity & Compliance

All applications will be treated with full confidentiality and will only be accessible to involved recruitment personnel.