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
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