REQUIREMENTS
Affirmative Action South African Citizen
Degree or National Diploma in any relevant Engineering Field or Diploma/ Degree in Operations Management with a Motor Mechanic Trade Certificate and a Master Technician Certificate
Minimum 5 years of motor industry experience gained in a technical services environment/ product engineering/ after-sales
A minimum of 2 years experience in dealing with automotive product support issues of a technical nature and customer service liaison relating to technical support
ESSENTIAL SKILLS
Expert knowledge of the product, group standards, after-sales systems and support, warranty, dealer workshop processes, technical infrastructure and consumer legal framework
Proven experience in dealer network with a specific focus on after-sales and vehicle diagnostics
Expert knowledge of product defect diagnostics through Guided Fault-Finding (GFF)
An in-depth knowledge and understanding of the Consumer Protection Act (CPA)
Ability to manage and formulate new dealer strategies
Effective problem-solving abilities, combined with logical visual and spatial thinking skills
Customer-orientated, assertive and persuasive skills
Computer literacy (MS Office) and Group systems
RESPONSIBILITIES
Ensure a benchmark level of dealer technical capability and repair quality byproviding on-site dealer steering through a specialized after-sales consulting service
Impart coaching expertise and actively drive interventions within the group dealer network to ensure the achievement of the strategic after-sales objectives
Responsible for audit compliance, prescription of corrective measures, monitoring and reporting of implementation/ progress to ensure local dealers and SSA importers fully comply with the mandatory group service standards and programs
Responsible for the "flying doctor" function, providing expert technical analysis, diagnosis and repair coaching on escalated customer repair cases onsite at dealers
Reduce the turnaround time of complicated or escalated customer complaints for resolution, further development of the technical skills in the dealer network thereby improving customer satisfaction, the reduction of repeat repairs and dealer compliance to group standards
Functioning as "flying doctor" regarding on-site technical assessments, vehicle evaluations and guidance on escalated technical problems to effect improved quality of information and quicker resolution
Travelling at short notice to repair complex problems to the correct safety and quality standards on vehicles at dealers (both local and sub-Saharan Importers)
Performing root cause analysis of complex vehicle problems and providing input for developing dealer training content and material to address specific shortcomings and topics
Ensuring the most economical method of diagnosis and appropriate repair quality standards are achieved within the dealer network and at sub-Saharan Importers
Accountable for the implementation of corrective measures which will enable the dealer to achieve their monthly business objectives and compliance levels, relating to workshop processes as well as increase workshop effectiveness and minimize repeat repair potential
Conducting in-depth 3-4 day dealer onsite compliance audits to prescribed group after-sales processes and standards
Accountable for monitoring and reporting dealer-specific metrics relating to the technical core process compliance
Collaborating with dealer management and after-sales field force to identify and implement corrective actions for underperforming dealers for group service targets
Managing the dealer network's conformity to single incident reporting and campaign fulfilment to limit potential corporate liability risks
Identifying and addressing the training and development needs of the dealer's workshop and aftersales staff to ensure targeted technical capability is in place
Managing the speedy resolution of escalated customer concerns involving TSC, the customer interaction centre and the dealer
Ensuring the ongoing development and coaching of dealer personnel to the desired level of technical core process compliance
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