Technical Support Lead

Scania is undergoing a transformation from being a leading supplier of trucks, buses, and engines to providing complete and sustainable transport solutions. Together with TRATON and our sister brands MAN, Volkswagen Truck & Bus, and International, we are working to shape the future of mobility with innovative and environmentally conscious solutions. Our values – customer first, respect, team spirit, responsibility, and elimination of waste – are at the heart of everything we do. Together, we are at the forefront of creating a sustainable future.

Role Summary

Are you passionate about IT and collaboration? As a Technical Support Lead, you will oversee the daily operations of our support team, ensuring high-quality customer service and efficient resolution of technical issues. You will lead and mentor a team of support specialists, fostering a collaborative and positive work environment while working hands-on with the operations. Your goal is to maintain high levels of customer satisfaction, support team performance, and be familiar with the technical environment of the project.

Job Responsibilities

• Lead a team of support specialists, providing guidance and support in handling customer inquiries and issues
• Monitor team performance
• Work on the support cases during any team availability gap
• Take responsibility for the quality of the operations
• Develop and implement support processes and procedures to enhance efficiency and customer satisfaction
• Handle escalated customer issues and provide effective solutions in a timely manner
• Conduct regular meetings with support and surrounding teams, and training sessions to ensure continuous improvement and knowledge sharing
• Collaborate with other departments to address product issues, improvements, and customer feedback
• Be at the office regularly (~3 days/week) and create good collaboration with surrounding teams
• Prepare and present regular reports on team performance, customer satisfaction, and support metrics

Who You Are

You enjoy communicating with others and like working in a culturally diverse team. You are comfortable hosting meetings, assessing performance, and continuously improving processes and technical skills. We also believe that you have previous experience working with support Level 2, leading, and working with a remote team. But most importantly, you are passionate about IT and collaboration. You have:

• Bachelor’s degree in a related field or equivalent work experience
• Deep interest in the technical field
• Proven experience in a support or customer service leadership role
• Excellent leadership and team management skills
• Strong problem-solving abilities and a customer-centric approach
• Quality first mentality
• Excellent communication and interpersonal skills
• Ability to handle high-pressure situations and manage multiple priorities
• Proficiency in support software and tools

This Is Us

Our product, Digital Dealer, is used by our retailers and service advisors all around the world. By using new modern technologies, we establish effective resale operations by providing accurate and optimized information to our service employees. 

We have a strong culture that allows us to focus on the quality of the services we provide and creates a good environment of collaboration. We work closely with the Business department, hand in hand towards the same goal.

 

As a team, we generally work a few days a week at the office where we enjoy each other’s company face-to-face in Södertälje, Stockholm or Kungens Kurva.  While we expect everyone to be independent and take ownership of their own learning, we are always working closely together sharing the knowledge and decisions between us, and thus we believe your personality plays a big role in your value to the team.

Scania Offers

We offer a dynamic, flexible workplace with hybrid work options, including Scania Sergel and Midway hubs. With a structured development plan and courses, Scania supports your career growth both locally and internationally.

Benefits include training at our health center Gröndal or wellness allowance, result bonus, flexible hours, and company car leasing. Scania also hosts events for employees and their families, and Stockholm residents enjoy direct access to Södertälje via Scania Job express buses.

Application

Your application should include a CV and any relevant certificates. We welcome all applicants and strive for diversity in our recruitment processes.

Apply as soon as possible, no later than 2025-03-30. Screening will take place on an ongoing basis during the application period. Logical and personality tests may be used as part of the selection process, and a background check may be required for this role.

If you have questions or would like more information, please contact:
recruiting manager Ericka Saulo Guimaraes, e-mail:

 We look forward to your application!

Nothing is more important than our people. With a company culture that’s based on shared and inclusive core values. We have a supportive community, where everyone has opportunities to grow and succeed.