Technical Helpdesk

Job Purpose:
Provide technical assistance, instruction, and programming support (on-line, phone, visit) to dealers by resolving vehicle repairs which dealer technicians are having difficulty to diagnose and/or repair. Provide specialized support for new product launches.
Daily analysis of VOC related to service quality and take appropriate action to avoid re-occurrence for wrong diagnosis issues at dealers.
Implement process for Fix it right by initiate training program at dealers
Prepare NTL at dealers (GTSS, daily pending vehicle for diagnosis)
Principal Accountabilities:
Analysis of Non-F1 cases at dealers, perform cause analysis and implement countermeasure with horizontal deployment to regional dealers
Prepare countermeasure sheet for Non F1 cases and educate dealers on same
Implement F1 good practice at dealers
Clear long pending vehicle waiting for diagnosis
Perform Deep dive in dealer process and make action plan for all negative VOC
Validate dealer level action plan and give training for further improvement
Prepare training module base on available GTSS database and need for NTL
Monitor, gather and provide recommendations for issues regarding product and technical support functions that affect diagnostics, quality, literature, tooling, computer communications, etc. which need to be addressed and/or resolved
Analyze dealer requirement and support in correct diagnosis and repair
Remote online support
Dealer visits
Qualifications
B.E or Diploma (Automobile/Mechanical)
8-10 years of Relevant Experience
Experience to manage multiple dealership of OEM
Expert in VOC analysis and making PDCA to impart Fix it right first-time process
National or state level winner in Technician skill contest (added advantage)
Hands on experience on vehicle diagnostic and repair
Technical knowledge on vehicle aggregates (mechanical and electrical)
Practical experience on latest vehicle technologies (CAN diagnostics, Hybrid, Electric)
Analytical and conceptual thinking
Good experience in understanding and grasping the VOC from dealers
Have experience to impart training to dealers technicians

Employment type
Full-time

Work arrangement
No