Local Technical Support Engineer

Industry: Other / Job Expires: 2023-10-31 00:00:00 / Location: Gauteng

Purpose

The Technical Help Desk is responsible for supporting dealers to diagnose and resolve issues to support vehicle repair.

Minimum Requirements

• Bachelor’s or equivalent Technical Qualification.
• 5 years’ relevant experience.
• Up-to-date technical / diagnostic experience including all major systems and subsystems, particularly engine management, electronic equipment and vehicle emissions.
• Experience to carry out vehicle repairs at master technician level.
• Level 4 Technician Level would be advantageous.
• Experience of repair process and current technical bulletins etc.

Main Duties

• Responsible for the personal uptake of new technologies and mastering all new technical changes related to vehicle drivetrains.
• Responsible for keeping up to date with all new technologies and proactively and timeously introduce concepts and features to all stakeholders.
• Responsible for the transfer and support of new technology / technical skills to dealership teams, building capacity.
• Provide dealers with prompt and accurate diagnostic information to support vehicle repair.
• Record electronically all details of cases and interactions to support quality / manufacturing process improvements.
• Manage the timely escalation of aged cases where required, proactively contacting the dealer to aid case closure if necessary.
• Highlight the requirement for field visits where necessary and escalate issues to the team leader.
• Travel to markets to support in market vehicle diagnostics and repair for escalated cases. Provide feedback in a weekly review.
• Support new product launches as and when required and increase the frequency of market visits to ensure a smooth launch period (90 days).
• Hold a weekly aged case review with Regional CS Managers to promote a timely fix. Escalate where issue is technical, process or parts related.
• Work with the Regional CS Managers to manage the quality of the hotline interactions from the dealer regarding unnecessary hotline contacts or where process improvement at dealer level is required.
• Attend product update training programmes and maintain a minimum of Level 4 certification.
• Proactively escalate aged DTS cases >72 hours to the Technical Manager.
• Liaise with dealer staff on all issues directly related to fix right enhanced diagnostics / warranty prior approval where the programme exists.
• Conduct trend analysis to using KPIs to identify opportunities for process improvement e.g., RFTF. Share best practice and lessons learned with internal departments and where relevant the dealer network.
• Attend technical meetings and conferences and participate in cross-functional projects where required.

Skills and Competencies

• High Learning Agility.
• The ability to read and understand oneself, others and contexts, as well as to use this understanding to navigate relationships and situations in a way that lands with, engages and engenders a response in people.
• Value driven.
• Business awareness.
• Customer orientation.
• Motivating, building and leading a team.
• Strong Financial Acumen.

N.B: By responding to this advert, you consent to Heitha Staffing Group processing your personal information for recruitment purposes and confirm that any personal information has been submitted voluntarily. Applicants will be requested to fill in and sign a POPI Act Consent Form.

Only shortlisted candidates will be contacted. If you have not heard from us in 4 weeks, consider your application unsuccessful.

To apply please send your CV to intern2@heitha.co.za