Job Description

Roles & Responsibilities

• Coordinate with the principal's technical support team to resolve complex technical issues and ensure compliance with manufacturer standards.

• Support the Foreman in resolving technical issues during new vehicle preparation to ensure timely delivery and quality.

• Explain technical concerns, repair requirements, and recommended solutions to customers in a clear and professional manner.

• Provide technical guidance and mentoring to technicians remotely as well as in person to improve fault diagnosis and repair efficiency

• Participate in vehicle inspections with Service Advisors and provide technical explanations to support customer communication.

• Manage and monitor technical support tickets, ensuring timely updates and closure.

• Prepare and maintain technical reports in well-structured format

• Conduct road tests with customers before repairs for critical or difficult cases to accurately identify concerns.

• Provide on-site technical assistance to customers during emergency breakdown situations when required.

• Inspect completed repairs and conduct final road tests to verify repair quality before vehicle delivery.

• Investigate comeback jobs and customer complaints, report findings to the Technical Service Manager, and ensure complaints are documented according to ISO procedures.

• Ensure compliance with applicable local regulations, manufacturer standards, and company QHSEMS requirements.

• Maintain high standards of workplace safety, quality, and environmental compliance in all activities.

• Perform any additional duties assigned by the Line Manager within the employee's qualifications and capabilities.

Desired Candidate Profile

• 1-3 years of hands-on experience in technical support or IT helpdesk roles, showcasing a proven track record in resolving user issues.