Scania Mexico is maintaining its growth strategy with a focus on customer experience and the operational capacity of its facilities. The relocation of its Tijuana branch is part of a program initiated in 2025 to redesign existing units, open new service points, and adapt its infrastructure to the needs of the Mexican market.
In an interview with T21, Gisela Quintero, Director of Customer Experience and Services, explained that the company has carried out 13 projects since the beginning of this expansion phase in March 2025 , which include new locations, expansions and adaptations.
“ We are opening new locations, and we are also working on projects to relocate and redesign the customer experience in the branches where we already are, as was the case in León last year; we are also opening new branches, as was recently the case in Chihuahua, and expansions in Puebla and Guadalajara ,” Quintero explained.
The new facility in Tijuana represents a significant increase in operational capacity. The building is almost six times larger than the previous location , with improvements for customers, operators, and technicians. Key changes include increased service capacity, ergonomic improvements for staff, and a sustainability-oriented infrastructure.
The unit has a capacity for 11 bays and a specialized area for component repair , in addition to a warehouse to maintain the availability of spare parts and meet the needs of the border region.
Quintero pointed out that the network’s growth is not solely due to a specific number of openings, but rather to a constant review of market conditions. He added that the company conducts annual planning exercises to determine where it is necessary to expand the brand’s presence, relocate facilities, or increase capacity.
“We’ve come from challenging years in the industry, and as part of this planning, we’re redesigning our network plan. Our vision remains focused on increasing our coverage, and we’ll confirm the numbers as we go. We’re about to begin the planning process for the next five years,” he explained.
One of the challenges in developing new facilities, he explained, is related to the specific conditions of each region, from regulatory processes to available infrastructure. Therefore, the company conducts preliminary analyses of capacity, regional operations, and specific requirements before defining new locations .
Strengthening the after-sales network in key industrial areas, such as the northern border, is a response to increased economic activity, as investment in specialized workshops allows serving an industry that contributes approximately 3.8% to the national Gross Domestic Product (GDP), according to the Ministry of Infrastructure, Communications and Transportation (SICT) .
Scania’s strategy is also linked to a customer service philosophy based on close relationships . For Quintero, service represents a relationship where the company understands the needs of each operation.
“The transportation industry has many things in common, but each operation has its own specific challenges. One of the things that makes us strong is our ability to adapt, to be there for the customer, and to contribute through our service,” he said.
In this regard, maintenance contracts play a key role in the relationship between Scania and its customers. The executive emphasized that these contracts represent a shared commitment , as they allow for ongoing support of the vehicles throughout their lifecycle and provide greater predictability for transport companies.
“The maintenance policy is a two-way commitment. Our customers’ experience doesn’t end with the sale or when they pick up the vehicle from a branch . The customer experience begins there, and then we start this relationship, which obviously reveals challenges along the way, and I believe that learning and relationships are strengthened by how we overcome them,” explained Gisela Quintero.
Scania currently has a fleet of nearly 15,000 vehicles operating in Mexico, including both freight and passenger buses , a significant portion of which are under contracted maintenance agreements. The company aims to ensure its service infrastructure keeps pace with this growth and maintains operational availability for its customers.
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