Technical Analyst Kia South Africa Pty Ltd - Kia PDC

Brief Role Summary:

To provide the dealer network with both remote technical assistance and onsite technical support to resolve product/diagnostic concerns

Position Overview:

• Report directly to the Aftersales Operations Manager
• Conduct research and gather data to provide input to operational reporting and

decision making

processes.

• Conduct research to identify new opportunities/technologies which could result in

better operational processes.

• Define standard operating procedures (SOPs).
• Investigate and draw up technical bulletins to provide dealer with technical

instructions in order to resolve product concerns.

• Provide specialist advice to enable planning for value-added process improvements, initiatives and services.
• Provide specialist advice to identify and develop solutions to improve quality of

processes and services.

• Provide support services for Customer Care and Warranty departments.
• Provide the dealer network with both online and onsite technical support.
• Oversee the Technical Hotline and drive individual cases to completion.
• Provide detailed case reports upon case resolution.
• Provide onsite training during technical interventions.
• Monitor and drive the dealer Special Tools and provide feedback to the dealer and Business Development Manager.
• Maintain a good relationship with AMQC and assist where possible in Quality

improvements.

• Escalate GSW cases and support OEM engineers in case resolution.
• Submit QIR reports to relevant teams in order to improve the overall product quality.
• Maintain a good relationship with Regional and Global brand partners.
• Liaise with Customer Care to ensure case resolution.
• Bond Store preservation process and Port Action activities.
• Launch vehicle preparation.

Key Areas of Responsibility:

• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial wastage.
• Deliver services and/or products that create a culture which aims to meet or exceed customers' expectations in the business.
• Assist in the resolution of customer concerns at OEM and dealer level.
• Build sustainable relationships with Dealer staff that contribute to a culture of

customer service excellence

Key Skills and Attributes required:

• Own and live up to company values.
• Participate and provide expertise to a culture of work centric thinking, productivity, service delivery and quality management.
• Use dealer interventions as training opportunities in order to uplift the technician

involved

• Participate in forums/discussions that positively contribute to knowledge

improvement.

• Provide advice and support to management and offer operational support where

required.

Qualifications and experience required:

3 - 5 Years as a Master Technician or Workshop Foreman position.

Preferred Qualification

Higher Diploma: Mechanical Engineering

Or

Master Technician with Foreman experience

Minimum Requirements

A broad understanding of the motor industry and legislation relating thereto.