Log In
Sign Up
Job Description:
The role of the Tech Line Analyst is to assist Honda/Acura dealer technical staff with the troubleshooting of complex mechanical and electrical contentions and report any recurring quality or technical problems internally. The role will support, coach and mentor dealer fixed operations staff to ensure prompt and accurate diagnosis and repair instructions. Review escalated Tech Line files to ensure quality and that Fix it Right the First Time is achieved. The Tech Line Analyst will ensure the business plan primary goals (Service level, Abandon Rate), all critical timelines are met, and the dealer network receive the best technical support while keeping in mind customers satisfaction.
The role of the Tech Line Analyst is to assist Honda/Acura dealer technical staff with the troubleshooting of complex mechanical and electrical contentions and report any recurring quality or technical problems internally. The role will support, coach and mentor dealer fixed operations staff to ensure prompt and accurate diagnosis and repair instructions. Review escalated Tech Line files to ensure quality and that Fix it Right the First Time is achieved. The Tech Line Analyst will ensure the business plan primary goals (Service level, Abandon Rate), all critical timelines are met, and the dealer network receive the best technical support while keeping in mind customers satisfaction.
The role of the Back Up Field Engineering Specialist is to support when other Field Engineers are unavailable. Main responsibility is supporting CXI, FRFT (Fix Right First Time) & escalation initiatives. The Field Engineer may be called upon when a Dealer, Techline, CR or Quality Engineering require further technical support.
RESPONSIBILITIES:
Receiving calls from the Dealer network and ensuring the business plan primary goals (Service level, Abandon Rate), all critical timelines are met, and the dealer network receive the best technical support while keeping in mind customer satisfaction.
Completing technical training using dedicated time slot during the month set by the Supervisor
Participate with bi-weekly meetings with Tech Line, QE, and Field Engineering Staff to discuss product and Zone Related Dealer Concerns while providing adequate flow & exchange of information.
Monitoring and maintaining Individual Age of Case Closing Ratio of 70% or higher.
Participating with New Model Service Study Meetings, Train the Trainer, Service Manual Validation, and Dealer Meetings when required. When company policy permits, this may include domestic and international travel.
Participating in product modifications, updates and campaigns as required.
Assisting with MCPE (Motorcycle and Power Equipment) Tech Line when required.
Engage in FRFT initiatives (Fix Right First Time).
Support Quality Engineering Group with various compound inspections.
Facilitate repair activity on escalated cases where Dealer and Techline require further support.
QUALIFICATIONS:
Post-secondary degree or diploma related Automotive engineering required
Certified Automobile Licensed Technician (310S) is required
Inter Provincial accreditation (Red Seal) is a must
5 – 10 years of experience as a Certified Technician, Lead Tech or Shop Foreman in a dealership environment is required
Must have strong Automotive diagnostic knowledge of current technology
The ability to build collaborative working relationships with internal colleagues and dealers
The ability to interpret detailed technical product specifications, which change with new product introductions or product modifications to quickly and effectively resolve problems
Must have strong analytics, problem solving and decision making skills
Advanced computer skills (MS Office suite) is preferred
Must have excellent verbal and written communication skills.
The ability of work in a fast paced environment is a must
#LI-Hybrid
