Title:  Region Service Engineer

UD Trucks is known for our pioneering technologies and products within the commercial automotive industry. The person in this role will act as the local representative for International Service team towards Hub SSA (Sub-Saharan Africa). Lead on-site field quality reporting quality securement, to support efficient field quality investigation and solution validation. Support on-site service request solving together with back office dealer technical support team, secure customer vehicle uptime. Lead regular communication on field quality status updating towards Hub SSA, ensure alignment on quality image understanding between UD Trucks Quality Assurance and Hub/Market, also reflect early warning quality trend concern back to UDT QA organization.

Key Responsibilities:

•    Secure & improve quality of failure & solution information transformation along field quality investigation process via on-site activity, also including solution part validation and local solution proposal validation;
•    Represent UDT QA International Service in the various forums towards Hub SSA, to support on product quality issue investigation & resolving; 
•    Hold & Lead regular communication towards Hub SSA organization relative to field quality improvement together with rest of UDT QA International Service function, secure right quality image alignment between UDT QA and Hub SSA; 
•    Identify potential technical risk or quality deviation trend and escalate through early warning mechanisms towards UDT QA International Service;
•    Support on-site service request solving together with back office dealer technical support team on potential solution, support customer vehicle uptime improvement;
•    Participant regular meeting within UDT QA International Service dept. for Service Request & Field Quality status communication, and work closely with rest of UDT QA International Service team to improve Hub SSA overall service request & field quality handling situation;  
•    On-site support towards continuously dealer technical support & customer quality process improvement communication towards Hub SSA, including new way of working & new system initiative etc., ensure awareness and implementation quality towards market and dealer network;
•    On-site support towards technical justification to support high cost warranty claim handling decision;
•    Support role to Senior Manager, Customer Quality&Dealer Support on other assignment;

Authority:

•    Follow UD Trucks authorization policies and guidelines  
•    Request and coordinate detailed investigations with local dealers, Market Companies/Hubs, Private Importers and relevant organizations.

•    Identify potential risks early and escalate through early warning mechanisms to UDT QA International Service team
•    Secure product quality consistency, service quality development within the area of responsibility. 
•    Plan and perform market visits when required from a quality or dealer technical support perspective.  

Key interfaces 

•    Local dealers, Market Companies/Hubs, Private Importers
•    Quality Assurance International Service department in Japan, in India, in Singapore
•    UD Trucks Quality Assurance organization
•    UD Trucks Technology & Operation team
•    UDIS Aftersales organization
•    Other Organization at UD Trucks Japan, India, Singapore and South Africa

Key performance indicators:

•    Argus SR Case solving lead time
•    Argus SR Case solving quality
•    MQR and Unhappy to Happy lead time. 
•    Early issue detection effectiveness
•    Contribute to Fault Frequency. 

Main competence requirements:

•    University education or relevant working experience
•    Fluent in English, both spoken and written
•    Judgement abilities for prioritizing issues adding value for both customer and brand
•    Analytical skills needed to draw logical conclusions and give recommendations for action.
•    UD Product, Processes and systems knowledge. 
•    Ability to quickly gain credibility and establish positive relationships
•    Team player, excellent communication skills and social competence
•    Experience of UD Trucks markets  
•    You have the ability to work in multicultural environment and approach things from a broader perspective
•    You are a communicative personality that encourages initiatives and strives for continuous improvements
•    Customer focus
•    Facts oriented
•    Experience from Parts, Service Literature or diagnostic tool
•    Knowledge for Special systems, devices and tools, (Argus, Tech tool etc.) is a merit.
•    Additional language skill is a merit