Regional Manager

2 weeks ago

Shah Alam, Selangor, Malaysia Scania Nederland B.V. Full time

Select how often (in days) to receive an alert:

The Regional Manager works in close interaction with workshops to develop, drive, support and follow up the activities to sell and produce services as well as ensure customer loyalty in the geographic area. This role has the functional responsibility to steer the service-related activities in the market and business plan in collaboration with the dealer and workshop service organization, aiming at reaching Scania's commercial and financial targets in the area.

Job Responsibilities

Customer Service

Manage a large customer service area, planning and organizing activities within the area in order to meet customer service standards. Likely to be working through a team of managers and supervisors.

Resolving Customer Issues

Craft and cascade messaging and next steps for most commonly raised customer issues.

Operational Compliance

Ensure that business activities within the area of responsibility comply with relevant external regulatory and/or voluntary codes and with internal policies and procedures to minimize business risk and to protect the reputation of the organization.

Customer Relationship Management (CRM) Data

Ensure that an internal function and/or a cross-functional customer account team maintains high-quality customer information; monitor and review information quality to ensure that it is fit for purpose. Provide user input to the development or improvement of the customer relationship management system to ensure that it meets immediate and longer-term business needs.

Leadership and Direction

Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

Performance Management

Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.

Faults Diagnosis and Correction

Provide fault isolation and resolution for complex challenges to limit and address issues promptly.

Customer Needs Clarification

Set clear objectives for each sales call; develop and make presentations that are tailored to the known interests, needs, issues, and concerns of decision makers and influencers within the customer organization; gather and analyze relevant information; and gain agreement to a statement of customer requirements.

Internal Client Relationship Management

Manage relationships with internal clients and act as a business partner to them, building high levels of professional credibility and mutual trust, and managing the deployment of appropriate internal and/or external resources to support in delivering business strategy and plans.

Work Scheduling and Allocation

Develop medium- or long-term work schedules that enable the organization to achieve its business goals. Involves coordinating across multiple teams.

Organizational Capability Building

Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Provide informal training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.

Operations Management

Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).

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