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Automotive Technical Support Engineer

2 weeks ago

Centurion, Gauteng, South Africa GP Strategies Full time R900 000 - R1 200 000 per year

We're looking for a Level 4 Technician to join the team as a Technical Support Engineer to provide dealers with prompt and accurate diagnostic information to support vehicle repair.

It's an onsite role, based at our client's site in Irene, Centurion, 0178.

Responsibilities include:

  • 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.
  • 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.

Skills and experience needed:

You'll have some previous, relevant experience and be a strong communicator with excellent attention to detail.

  • Bachelor's or equivalent Technical Qualification
  • Previous 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
    Experience of repair process and current technical bulletins etc
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