Technical Analyst – Kia South Africa (Pty) Ltd – Germiston
Closing Date: 2024/10/07
Location: Germiston, Gauteng, South Africa
Job Type: Permanent
Company Overview:
Kia South Africa is seeking a highly skilled Technical Analyst to provide expert technical support to the dealer network, offering both remote and onsite assistance to resolve product and diagnostic concerns. This role is vital for ensuring operational efficiency and enhancing customer satisfaction through innovative technical solutions.
Job Purpose:
To deliver technical support and assistance to the dealer network, enabling the resolution of complex product concerns and diagnostic issues. The role will also focus on process improvements, customer service excellence, and ensuring compliance with standard operating procedures.
Key Responsibilities:
Process:
- Report directly to the National Technical Manager.
- Conduct research to provide insights for operational decision-making and identify new opportunities for process improvements.
- Define and refine Standard Operating Procedures (SOPs) for improved technical operations.
- Investigate and create technical bulletins for resolving product issues at the dealership level.
- Provide both online and onsite technical support to the dealer network, ensuring timely resolution of product concerns.
- Oversee the Technical Hotline and ensure cases are driven to successful resolution, providing detailed case reports.
- Offer onsite training to technicians during technical interventions and assist with quality improvement initiatives.
- Monitor the use of Special Tools within the dealership and provide feedback to the Business Development Manager.
- Collaborate with the Customer Care and Warranty departments to ensure the resolution of customer concerns.
- Manage the Bond Store preservation process and assist with Port Action activities related to vehicle launch preparations.
Finance:
- Adhere to organisational policies to ensure cost-effectiveness and minimize financial wastage in relation to materials and equipment.
Client:
- Deliver services and products that create a culture of customer service excellence.
- Work with OEM and dealers to resolve customer concerns, ensuring high levels of customer satisfaction.
- Build sustainable relationships with dealer staff to ensure a consistent level of technical support and excellence.
People:
- Uphold and live out company values.
- Utilize dealer interventions as opportunities to train and uplift technicians involved in technical issues.
- Provide advice and support to promote knowledge improvement and offer operational support where necessary.
Qualifications and Experience:
- 3-5 years of experience in a similar technical support environment.
- Further Education and Training Certificate in Mechanical Engineering: Fitting.
- Higher Diploma in Mechanical Engineering.
- Certified Master Technician with Foreman experience.
- A broad understanding of the motor industry and relevant legislation.
Skills and Personal Attributes:
- Strong client focus and results-oriented mindset.
- Ability to innovate and apply creative solutions to technical challenges.
- Persistence and tenacity, coupled with the courage to handle complex tasks.
- Strong planning and organizational skills to manage multiple responsibilities effectively.
- Excellent interpersonal skills to build relationships and collaborate across teams
