Job Description

To provide the dealer network with both remote technical assistance and onsite technical support to resolve product/diagnostic concerns.

Position Overview

Specific Role Responsibilities

1. Process

• Report directly to the National Technical Manager
• Conduct research and gather data to provide input to operational reporting and decision making processes.
• Conduct research to identify new opportunities/technologies which could result in better operational processes.
• Define standard operating procedures (SOPs).
• Investigate and draw up technical bulletins to provide dealer with technical instructions in order to resolve product concerns.
• Provide specialist advice to enable planning for value-added process improvements, initiatives and services.
• Provide specialist advice to identify and develop solutions to improve quality of processes and services.
• Provide support services for Customer Care and Warranty departments.
• Provide the dealer network with both online and onsite technical support.
• Oversee the Technical Hotline and drive individual cases to completion.
• Provide detailed case reports upon case resolution.
• Provide onsite training during technical interventions.
• Monitor and drive the dealer Special Tools and provide feedback to the dealer and Business Development Manager.
• Maintain a good relationship with AMQC and assist where possible in Quality improvements.
• Escalate GSW cases and support OEM engineers in case resolution.
• Submit QIR reports to relevant teams in order to improve the overall product quality.
• Liaise with Customer Care to ensure case resolution.
• Bond Store preservation process and Port Action activities.
• Launch vehicle preparation.

2. Finance

• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage related to materials or equipment.
• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage.

3. Client

• Deliver services and/or products that create a culture which aims to meet or exceed customers' expectations in the business.
• Assist in the resolution of customer concerns at OEM and dealer level.
• Build sustainable relationships with Dealer staff that contribute to a culture of customer service excellence.

4. People

• Own and live up to company values.
• Participate and provide expertise to a culture of work centric thinking, productivity, service delivery and quality management.
• Use dealer interventions as training opportunities in order to uplift the technician involved
• Participate in forums/discussions that positively contribute to knowledge improvement.
• Provide advice and support with the management of change and offer operational support where required

Qualifications and Experience

• 3 - 5 years' experience in a similar environment

• Further Education and Training Certificate: Mechanical Engineering: Fitting: Manufacturing and Engineering

• Higher Diploma: Mechanical Engineering

• Master Technician with Foreman experience

• A broad understanding of the motor industry and legislation relating thereto.

Skills and Personal Attributes

• Client Focus
• Improvement and results oriented
• Creativity, innovation and interpersonal effectiveness
• Persistence, tenacity and personal courage
• Planning and Organising