Senior Technical Operations Manager for Motor Dealer Network

1 month ago

Pretoria, Gauteng, South Africa On Line Personnel Full time

Company Overview:

We are a leading recruitment agency, On Line Personnel, and we are seeking an experienced Senior Technical Operations Manager to join our team.

About the Role:

The successful candidate will be responsible for overseeing the technical operations of our motor dealer network, ensuring that all dealers meet the required standards and quality expectations.

Main Responsibilities:

  • To conduct on-site technical assessments, vehicle evaluations, and provide guidance on escalated technical problems to effect improved quality of information and quicker resolution.
  • To travel at short notice to repair complex problems to the correct safety and quality standards on vehicles at Dealers (both local and Sub-Saharan Importers).
  • To perform root-cause analysis of complex vehicle problems and provide input for developing Dealer training content and material to address specific shortcomings and topics.
  • To ensure the most economic method of diagnosis and appropriate repair quality standards are achieved within the Dealer Network and at Sub-Saharan Importers.
  • To account 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.
  • To conduct in-depth 3 to 4 day Dealer onsite compliance audits to prescribed aftersales processes and standards.
  • To account for monitoring and reporting of Dealer specific metrics relating to the technical process compliance.
  • To collaborate with Dealer management and aftersales field force in order to identify and implement corrective actions for underperforming dealers with respect to service targets.
  • To manage the dealer network's conformity to single incident reporting and campaign fulfilment to limit potential corporate liability risks.
  • To identify and address the training and development needs of the Dealer's workshop and aftersales staff to ensure targeted technical capability is in place.
  • To manage the speedy resolution of escalated customer concerns.
  • To ensure the ongoing development and coaching of Dealer personnel to the desired level of technical process compliance.

Required Skills and Qualifications:

  • A 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.
  • 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 on after-sales and vehicle diagnostics.
  • Expert knowledge of product defect diagnostics through fault finding.
  • 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-oriented, 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.

Benefits:

The salary for this role is R35000 - R48000 per month commensurate with qualification and experience + benefits.

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