Summary of Position:
The Technical Support and Training Specialist is responsible for developing, delivering technical training, and providing high quality technical assistance which easily accessible, timely, and accurate to support dealer technician to Fix Vehicle Right First Time on Time. This individual will provide technical training and technical support to GWM network and other parties (when required). This individual will work closely with cross functional teams to resolve concerns, and manage cases to resolution. The goal of this position is to gain product knowledge and technical understanding of GWM products in depth to provide technical training, accurate and quick support to GWM network technicians to Fix Vehicle Right First Time on Time 100%.
Duties and Responsibilities
1.Identifying customer concerns and reviewing prior troubleshooting results, in order to provide rapid and accurate technical and diagnostic support using our internal case management tool.
2.Analyze vehicle issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs.
3.Follow-up on repair progress to ensure customer concern is fixed as quick as possible
4.Document all customer interactions and resolutions in the existing case management systems.
5.Actively contribute to our technical knowledge base, online community, and other technical documentation to support learning at GWM network.
6.Collaboration with internal teams in identifying product defects, designing solutions, and testing.
7.Work effectively with cross-functional teams including Sales, Product, Engineering, Operations, etc.
8.Develop working knowledge and deliver training of the GWM products.
9.Serve as customer advocate to ensure that issues are resolved quickly and efficiently
10.Invest in ongoing self-development to acquire industry relevant skills necessary to satisfy your customer’s needs.
11.Provide instructions and updates to dealer technicians on concern resolution.
12.Provide detailed documentation to appropriate divisions regarding product quality and improvements.
13.Maintain product information materials and organize for quick reference when needed.
14.Making video presentations on vehicle concerns, diagnostic and service procedures that are broadcast to dealers via GWM system.
15.Preparing Technical service bulletin to support GWMM network technician to fix vehicle right first time
16.Understand all current products and attend all new product training.
17.Support problem-solvers in quickly identifying, understanding, and ultimately resolving product concerns by providing them with high quality, detailed product concern information.
18.Identify opportunities for continuous improvement in technical support and training.
Bachelor degree in automotive engineering or mechanical engineering ro industrial engineering
At least 5 years of experience in automotive technical support or technical hotline area
Be able to diagnose vehicle complex concern especially in CAN and electrical and NVH
Experience in vehicle repair
Familiar with vehicle quality reporting system back to plant
Excellent in communication skills
Be able to deliver training and provide technical advice to technicians
Good in Microsoft office - PPT, Word, Excel
High analytical skills in technical problem solving, good communication in both Thai and English in verbal and written, presentation skills