Job Position: Technical Field Force Specialist – motor dealer network/automotive industry
Ref: 4874
Location: Pretoria
Salary: R35 000 to R48 000 per month commensurate with qualification and experience + benefits
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Qualifications / Requirements:
• 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
Essential
• Expert knowledge of product, group standards, after-sales systems and support, warranty, dealer workshop processes, technical infrastructure and consumer legal framework
• Proven experience in Dealer Network with specific focus of after-sales and vehicle diagnostics
• Expert knowledge of product defect diagnostics through Fault Finding
• Have 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
• Minimum 5 years motor industry experience gained in a Technical Services environment/Product Engineering/After Sales
• Minimum of 2 years' experience in dealing with automotive product support issues of a technical nature and customer service liaison relating to technical support
Key Performance Areas:
• On-site technical assessments, vehicle evaluations and guidance on escalated technical problems to effect improved quality of information and quicker resolution
• Traveling at short notice to repair complex problems to the correct safety and quality standards on vehicles at Dealers (both local and Sub-Saharan Importers)
• Perform root-cause analysis of complex vehicle problems and providing input for developing Dealer training content and material to address specific shortcomings and topics
• Ensure the most economic method of diagnosis and appropriate repair quality standards are achieved within the Dealer Network and at Sub-Saharan Importers
• Accountable for 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 the increase of workshop effectiveness and minimizing repeat repair potential
• Conduct in-depth 3 to 4 day Dealer onsite compliance audits to prescribed aftersales processes and standards
• Accountable for monitoring and reporting of Dealer specific metrics relating to the technical process compliance
• Collaborate with Dealer management and aftersales field force in order to identify and implement corrective actions for underperforming dealers with respect to service targets
• Manage the dealer network's conformity to single incident reporting and campaign fulfilment to limit potential corporate liability risks
• Identify and address the training and development needs of the Dealer's workshop and aftersales staff to ensure targeted technical capability is in place
• Manage the speedy resolution of escalated customer concerns
• Ensure the ongoing development and coaching of Dealer personnel to the desired level of technical process compliance