Technical Assistance Centre Advisor

3 days ago

Gauteng, South Africa Psalms23consulting Full time

The Technical Assistance Centre Advisor is primarily responsible for assisting the Car 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 Car 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.

**Duties & 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 the dealer's Customer Service Division technical literature as reference material for the TAC and Dealers within allocated centralized 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 Dealer's products and engaging in self-learning programs as necessary.
- Respond to technical incidences in the field by deploying the most appropriate resources (FSE’s).
- Liaise with Dealers or suppliers as required for direct shipping of parts and technical support
- Open communication with TTi Global management
- Commitment to attend and possibly participate in training if trained at certain levels

**Education**:

- Trade certificate (Cert III Automotive - minimum) required.
- Alternate / additional qualifications or education appropriate to the vehicle industry will be considered.

**Required**:

- Certificate III in Automotive Mechanical Technology or higher
- Current motor vehicle Driver’s License

**Recommended**
- Any accredited qualification from the Automotive Package
- **First Aid Certificate** must have

**Related Experience**:

- Understanding of the Dealer Service Operations and previous Dealer experience highly desirable
- Understanding of the Warranty and Policy Manual
- Proactive, professional and positive attitude towards customer enquire
- Experience within the automotive industry and/or dealership operations, preferably within a customer service environment.
- OEM technical experience with foresaid vehicles and equipment
- **Skill/Knowledge**:*
- Ability to work effectively and manage Dealer relationships
- Ability to read and interpret technical information to assist in resolving vehicle concerns
- Computer literate with experience using Microsoft Office Products, including IDS, FDRS and WebEx
- Strong problem-solving skills
- Ability to diplomatically handle difficult situations
- Ability to work without supervision
- Initiative, independence and a drive for result
- Ability to professionally represent the Dealer

**Input into targets**:

- Ensure an Incident/Injury/Near miss report is completed within 24 hours where required and communicate any corrective action to the relevant people
- Customer satisfaction and key performance areas.

**SUPERVISORY RESPONSIBILITIES**:

- Reports to: Team Leader - Asia Pacific Technical Assistance Centre

**QUALIFICATIONS and/or EQUIVALENT WORK EXPERIENCE**:

- **Five years of auto industry experience**, with an understanding of dealership operations.
- Attend to any new model and Ford specific product training
- Work experience as a professional service provider to automotive OEMs, preferably training or consulting.
- Appreciation of decision-making processes and lines of influence within large automotive corporates

**PHYSICAL DEMANDS**:

- While travel does not form part of this job function there may be a request for adhoc travel for business purpose.

**Job Types**: Full-time, Permanent

**Salary**: R35,000.00 per month

Ability to commute/relocate:

- Gauteng, Gauteng: Reliably commute or planning to relocate before starting work (required)

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