Technical Assistance Centre Advisor

2 weeks ago


Pretoria, Gauteng, South Africa Sapientis Talent Management Full time

The Technical Assistance Centre Advisor is primarily responsible for assisting the Dealer Network by using a range of defined operating skills to assist in resolving vehicle concerns.

This includes the provision of over-the-phone and written technical advice to the Dealer Network.

The Technical Assistance Centre Team is responsible for ensuring that back up is provided to colleagues and managers to ensure the resolution of Technical Assistance requests in a timely and accurate manner.

This may include a shift in responsibilities from time to time.


Technical Service Operations staff will work with a wider Technical Team to contribute or participate in Technical Training and eLearning content development.


TAC Advisors will provide support to the TAC Team Leader/s to follow systems and processes according to the TAC Standard Operating Procedures.


Attendance at internal performance meetings conducted by Team Leaders and Management, and supporting the other regions as a Centre of Excellence during and possibly after hours (from time to time) is an expectation of the role.


DUTIES AND RESPONSIBILITIES:

  • Answer Technical Support Requests via GTAC system promptly and courteously, with the goal of providing complete and accurate resolution information on first call/web submission within agreed response time/KPI's.
  • Maintain a complete and accurate library of all Customer Service Division technical literature as reference material for the TAC and Dealers within allocated centralised online storage area. (E.g. Owner Manuals, Repair Manuals, Sales Brochures, SMLs and TSBs etc.)
  • Provide accurate repair assistance to Dealers by maintaining technical training on products and engaging in selflearning programs as necessary.
  • Respond to technical incidences in the field by deploying the most appropriate resources.
  • Liaise with Dealers or suppliers as required for direct shipping of parts and technical support.

Salary:
R20, R40,000.00 per month

Ability to commute/relocate:

  • Pretoria, Gauteng: Reliably commute or willing to relocate with an employerprovided relocation package (preferred)

Education:

  • Certificate (required)

Experience:

- automotive mechanic/technician (required)

Application Deadline: 2023/04/21
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