Technical Support Team Leader

Main Purpose of Job:

Lead and coordinate technical support operations, campaigns, and field actions to improve vehicle quality and turnaround times. Provide technical support to Dealerships by assisting in diagnosing and repairing complex vehicle issues, analyzing technical data, and managing the technical support team.

Minimum Qualification:

A bachelor's degree in engineering or a technical vehicle qualification.

Knowledge & Experience:

2-5 years of experience in technical support or customer service related to automotive technical support or similar industries.
Thorough knowledge of the functional area under supervision.
Outstanding knowledge of software maintenance.
Exceptional vendor relationship management skills.

Behavioral Competencies:

Naturally helpful and enjoys assisting people with technical issues.
Ability to explain technical details simply.
Strong leadership skills and ability to manage a team.
Ability to work effectively in a team environment.

Technical Competencies:

Strong problem-solving skills and attention to detail.
Excellent communication skills, both written and verbal.
Experience with TAR (Technical Assistance Request) systems, remote diagnostics, and telephonic support.
Knowledge of field service engineering and R&D processes.
Ability to carry out Dealership Technical Case Reporting and Technical Bulletin writing.

Principal Areas of Accountability:

Provide brand/product and technical support to Dealerships facing diagnostic and repair challenges.
Address technical inquiries via the TAR System, remote diagnostics, and telephonic support.
Assist with product investigations and rectification of technical problems.
Lead R&D and software testing on new models and defective vehicles or components.
Coordinate and manage the technical support team, including recruitment, onboarding, training, and performance reviews.
Oversee technical resources to ensure critical projects are delivered on time.
Provide pre-sales technical support, including product recommendations and system design.
Monitor work queues to ensure adequate coverage and adherence to service level standards.
Contribute to the development of technical support processes and procedures.

Please submit your application with your CV to careers@gwm.co.za and reference the job title.