Technical Assistance Centre – Advisor

The Technical Assistance Centre Advisor is primarily responsible for assisting the Dealer Network by using a range of defined operating skills to assist in resolving vehicle concerns. This includes the provision of over-the-phone and written technical advice to the Dealer Network. The Technical Assistance Centre Team is responsible for ensuring that back up is provided to colleagues and managers to ensure the resolution of Technical Assistance requests in a timely and accurate manner. This may include a shift in responsibilities from time to time.

Technical Service Operations staff will work with a wider Technical Team to contribute or participate in Technical Training and eLearning content development.

TAC Advisors will provide support to the TAC Team Leader/s to follow systems and processes according to the TAC Standard Operating Procedures.

Attendance at internal performance meetings conducted by Team Leaders and Management, and supporting the IMG TAC in other regions as a Centre of Excellence during and possibly after hours (from time to time) is an expectation of the role.

Flexible working conditions will apply based on business attendance needs. Split shifts will apply including work on Sundays to Support the different regions of responsibility within the different time zones.

DUTIES AND RESPONSIBILITIES:

•   Maintain a complete and accurate library of all  dealer Customer Service Division technical literature as reference material for the TAC and Dealers within allocated centralised online storage area. (E.g. Owner Manuals, Repair Manuals, Sales Brochures, SMLs and TSBs etc.)
• Provide accurate repair assistance to Dealers by maintaining technical training on dealer products and engaging in self-learning programs as necessary
• Respond to technical incidences in the field by deploying the most appropriate resources.

• Liaise with Dealers or suppliers as required for direct shipping of parts and technical support.

• Open communication with TTi Global management

• Commitment to attend and possibly participate in training if trained at certain levels

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  Understanding of this specific Dealer Service Operations and previous Dealer experience highly desirable.

• Understanding of the Warranty and Policy Manual

• Proactive, professional and positive attitude towards customer inquiries

•  Experience within the automotive industry and/or dealership operations, preferably within a customer service environment.

• OEM technical experience with the dealer vehicles and equipment.

Skills and knowledge:

• Ability to work effectively and manage Dealer relationships

• Ability to read and interpret technical information to assist in resolving vehicle concerns

• Computer literate with experience using Microsoft Office Products, including IDS, FDRS and WebEx

• Strong problem-solving skills

• Ability to diplomatically handle difficult situations

• Ability to work without supervision

• Initiative, independence and a drive for result

• Ability to professionally represent the dealer

Certification/ licenses

• Certificate III in Automotive Mechanical Technology or higher

•  Current motor vehicle Driver’s License

  Recommended:

  • Any accredited qualification from the Automotive Package
  • First Aid Certificate
• Education:
• Trade certificate (Cert III Automotive – minimum) required. 
• Alternate / additional qualifications or education appropriate to the vehicle industry will be considered.
• N3/ N6 and Master Technician; Facilitation

Benefits:

• 50/50 Medical Aid contribution between employer and employee
• Provident Fund contribution slit as 6% employee and 7.5 employer (optional)