This role is responsible for overseeing the technical support function in all relevant areas including warranty process to ensure the achievement of best level services in the after-sales department.
Responsibilities
1.Technical Management
Responsible for managing dealers’ and service partners’ technical capabilities and understanding and implementation of the headquarters' maintenance guidelines and management requirements (including localization).
Responsible for achieving the KPI targets of the technical module.
Responsible for ensuring back-office and on-site support to ensure the resolution of vehicle issues.
Responsible for building the national technical expert team, organizing technical discussions, and establishing and managing the national knowledge base of case studies and experiences.
2.New Product Management
Responsible for ensuring the successful launch of new vehicles, including organizing and implementing technical training, and achieving targets for the timeliness and adequacy of special tool orders and allocations.
3.Training
Responsible for building, implementing, and managing a certification system for repair capabilities at regional dealers.
Responsible for evaluating and improving the repair capabilities of dealers in the region.
4.Warranty Management
Ensuring local set-up of warranty system and process.
Responsible for warranty process training to warranty specialists at dealers and establishment of local team.
Responsible for formulating warranty policies for the subsidiary, and calculating warranty and extended warranty costs.
5.Claim Support
Responsible for guiding and training dealers claim specialists to ensure smooth and efficient process.
Responsible for implementing and communicating warranty policies and relevant management documents from headquarters to German dealers, and resolving issues raised by dealers in a timely manner.
6.Claim Auditing
Responsible for organizing and planning dealer warranty audits in accordance with audit policy requirements, and promoting the implementation of audits and the improvement of issues identified.
7.Team Management
Responsible for the optimal allocation of personnel, building a comprehensive talent pipeline, developing a high-performing team, improving efficiency, and managing talent selection, development, retention, and deployment effectively.
Qualifications
1.Proven (>5 years) experience in a similar after sales role in a large Automotive organization (ideally Importer or NSC).
2.Experience in fast moving organisation.
3.Automotive mechanical & ideally high voltage education is required.
4.Fluent in English. French language skills is an asset.
5.Hands-on, pragmatic, result oriented, pressure tolerant, do more & talk-less attitude is indispensable.
Technical Quality Manager (Canada, Geely Auto) • Toronto, ON, Canada
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