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
Minimum 5 years' motor industry experience gained in a technical services environment/ product engineering/ after sales
Minimum 2 years’ experience in dealing with automotive product support issues of a technical nature and customer service liaison relating to technical support
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 Guided Fault Finding (GFF)
In-depth knowledge and understanding of the Consumer Protection Act (CPA)
Manage and formulate new dealer strategies
Effective problem-solving abilities, combined with logical visual and spatial thinking skills
Customer orientated, assertive and persuasive skills
Computer literacy (MS Office) and group systems
RESPONSIBILITIES
Function as “flying doctor” with regard to on-site technical assessments, vehicle evaluations and guidance on escalated technical problems to effect improved quality of information and quicker resolution
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)
Perform root-cause analysis of complex vehicle problems and providing input for developing dealer training content and material to address specific shortcomings and topics
Ensure the most economic method of diagnosis and appropriate repair quality standards are achieved within the dealer network and at sub-Saharan importers
Implement corrective measures which will enable the dealer to achieve monthly business objectives and compliance levels, relating to workshop processes as well as the increase of workshop effectiveness and minimizing repeat repair potential
Conduct in-depth 3-4 day dealer onsite compliance audits to prescribed group aftersales processes and standards
Monitor and report dealer specific metrics relating to the technical core process compliance
Collaborate with dealer management and after sales field force in order to identify and implement corrective actions for underperforming dealers with respect to group service targets
Manage the dealer network’s conformity to single incident reporting and campaign fulfilment to limit potential corporate liability risks
Identify and address the training and development needs of the dealer’s workshop and after sales staff to ensure targeted technical capability is in place
Manage the speedy resolution of escalated customer concerns involving TSC, customer interaction centre and the dealer
Ensure the ongoing development and coaching of dealer personnel to the desired level of technical core process compliance
https://www.abantustaffingsolutions.co.za/vacancies/?job_id=2545514532
