Overview
TECHNICAL SUPPORT SPECIALIST: MEA REGION Jobs in Gauteng, South Africa at Stellantis
Title: TECHNICAL SUPPORT SPECIALIST: MEA REGION
Company: Stellantis
Location: Gauteng, South Africa
JOB TITLE: TECHNICAL SUPPORT SPECIALIST: MEA REGION
DEPARTMENT: AFTERSALES (MEA REGION)
BRANCH: GAUTENG, MIDRAND
PURPOSE OF POSITION:
The Technical Support Specialist supports MEA zones/Markets in handling VOR cases, complex issues, and providing the needed technical support in all technical aspects and tooling. He supports also the markets in lead time management for issue solving.
PRODUCT DELIVERABLES:
Assure the lead time expected for the standard.
Contributes to the achievement of technical assistance service, and detection targets.
MINIMUM QUALIFICATIONS / REQUIREMENTS:
The Technical Support Specialist must have solid Aftersales automotive and technical diagnosis experience and solid experience in technical team management role.
SKILLS, REQUIREMENTS AND EXPERIENCE:
Initial training: At least BAC+4 Automotive / Electronic and professional experience, particularly acquired in Stellantis Brands network.
5 years’ experience in technical after-sales Workshops.
KEY DUTIES AND RESPONSIBILITIES:
Technical skills:
- Expert in Aftersales Automobile
- Strong Experience in Electrical vehicles technology and connected services
- Expert in highly complex vehicle components
- Knowledge of the “OTA update” processes. To perform software updates and defect issues.
- Ability to summarize, author and communicate verbally in French and English.
Behavioral Skills:
- Result oriented, organized
- Sensitive to customer service and costs.
- Ease of communication, spoken and written. Fluent in French and English
- Organizational ability and ability to coordinate a cross-disciplinary team.
- An educator, good verbal and written communication, open-minded, good interpersonal skills.
- Good organization and a self-starter to manage time and priorities.
Technical Assistance:
- Daily monitoring of VOR DID-A
- Close monitoring and follow-up of critical and urgent cases DID-A
- Analyze DID Portfolio by lead time and help to analyze and solve aged DID-A
- Active Participation in the meetings and task forces on critical cases
- Assure close monitoring of the TD missions with technical assistance team and TDs/CTCs for meeting intervention and incident resolution deadlines and ensuring that the most relevant repair solutions are selected.
- Regular Check and Analysis of the quality of TA feedback in DID-A to meet the process requirements
- Handle and analyze the markets claims on the quality of the feedback of assistance team.
- Assure the right escalation of critical DID-A
- Raise technical skills of the CTCs and TDs by proposing appropriate training.
- Regular meeting with CTCs / TDs to have feedback from markets on critical and repetitive issues.
- Transmission of technical knowledge, technical meetings and resources
- Helps the markets to identify the right technical methods and support, involving stakeholders, to make them available if they are missed.
- Help to analyze “non-exploitable” main root cause and propose actions to avoid them.
- Help to analyze C1-C2-C3 dealers feedback and deploy with the CTCs corrective actions.
- Help to analyze the main root cause on TA surveys feedback.
- Help to analyze N2 feedback deadlines.
Detection:
- Make sure that the detection process is clear to the countries.
- Identify and support underperforming markets to improve performance and ensure First Right and DID targets are met.
- Identify and support underperforming markets to improve First Right performance and meet CIR targets.
- Contribute to meet the targets on the main Detection KPI’s (raise Dealer vitality and Market vitality).
- Check with CTCs that all incidents with an impact in his/her country are properly covered by a CIR sheet.
Field actions:
- Assist and handle requests of countries to understand technical specifications on Field actions.
- Help and assist countries in all the technical aspects requested (tooling).
- Carry out any additional or reasonable duties that may be allocated to you by management.
“At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability. Diverse teams, will allow us to better meet the evolving needs of our customers and care for our future.”