Kia South Africa
3 weeks ago
To provide the dealer network with both remote technical assistance and onsite technical support to resolve product/diagnostic concerns.
**Position Overview**:
**Specific Role Responsibilities**:
1. Process
- Report directly to the National Technical Manager
- Conduct research and gather data to provide input to operational reporting and decision making processes.
- Conduct research to identify new opportunities/technologies which could result in better operational processes.
- Define standard operating procedures (SOPs).
- Investigate and draw up technical bulletins to provide dealer with technical instructions in order to resolve product concerns.
- Provide specialist advice to enable planning for value-added process improvements, initiatives and services.
- Provide specialist advice to identify and develop solutions to improve quality of processes and services.
- Provide support services for Customer Care and Warranty departments.
- Provide the dealer network with both online and onsite technical support.
- Oversee the Technical Hotline and drive individual cases to completion.
- Provide detailed case reports upon case resolution.
- Provide onsite training during technical interventions.
- Monitor and drive the dealer Special Tools and provide feedback to the dealer and Business Development Manager.
- Maintain a good relationship with AMQC and assist where possible in Quality improvements.
- Escalate GSW cases and support OEM engineers in case resolution.
- Submit QIR reports to relevant teams in order to improve the overall product quality.
- Liaise with Customer Care to ensure case resolution.
- Bond Store preservation process and Port Action activities.
- Launch vehicle preparation.
2. Finance
- Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage related to materials or equipment.
- Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage.
3. Client
- Deliver services and/or products that create a culture which aims to meet or exceed customers' expectations in the business.
- Assist in the resolution of customer concerns at OEM and dealer level.
- Build sustainable relationships with Dealer staff that contribute to a culture of customer service excellence.
4. People
- Own and live up to company values.
- Participate and provide expertise to a culture of work centric thinking, productivity, service delivery and quality management.
- Use dealer interventions as training opportunities in order to uplift the technician involved
- Participate in forums/discussions that positively contribute to knowledge improvement.
- Provide advice and support with the management of change and offer operational support where required
**Qualifications and Experience**:
- 3 - 5 years' experience in a similar environment
- Further Education and Training Certificate: Mechanical Engineering: Fitting: Manufacturing and Engineering
- Higher Diploma: Mechanical Engineering
- Master Technician with Foreman experience
- A broad understanding of the motor industry and legislation relating thereto.
**Skills and Personal Attributes**:
- Client Focus
- Improvement and results oriented
- Creativity, innovation and interpersonal effectiveness
- Persistence, tenacity and personal courage
- Planning and Organising
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