Section Lead, Telematics

hace 2 meses

Mercedes, Argentina Daimler Trucks North America Llc A tiempo completo

Job Description - Section Lead, Telematics & Diagnosis Support (BEI00000RC) Objective of job
1. Telematic and Diagnosis technical inquiry handling as section lead, comprehensively and deeply understand the technical issues and provide the solution with the support from HQ.
2. Actively track the pending group issues and moderate the Issue Resolution Process.
3. Technical support on Telematic and Diagnosis various projects and ensure the projects to be implemented smoothly.
4. Sub team management and Dealer performance monitoring.
Task description
1. Technical Network Support
• Dealer technical inquiries (TIPS) case handling, organize technical support on Telematic and Diagnosis topics to entire MB dealer network as section lead.
• Coordinate with HQ aftersales technical support to provide technical solution on specified technical cases.
• Timely publish dealer technical guidelines. Frequent communication with dealer network to enhance the dealer service capability.
2. Field technical issue monitoring and issue resolution cooperation
• Fully understand the process of Technical Issue Resolution, master the specific methods of identifying risks, predicting risks and controlling risks on technical topics.
• Collect solid and precise data, analyze and mine data and provide comprehensive and preliminary technical issue analysis results to HQ aftersales and R&D.
• Follow up and track the issue resolution progress based on the market needs.
• Support HQ aftersales to implement technical remedies to the field.
3. Relationship/Team support
• Cultivate good relations and contacts with colleagues and other departments.
• Cross-department technical support and cooperation, active participation in meetings and engagement to drive business development.
• Sub team lead of Telematic and Diagnosis.
Qualifications Education:
• Bachelor degree or above majoring in automotive engineering or equivalent field.
• At least 5 years working experience in after-sales technical support business or quality management area; troubleshooting experience on field technical cases or issue resolution experience from quality management area is preferred.
Experience:
Aftersales technical support management or issue resolution in quality management.
Specific knowledge & Skills:
• Knowledge of business management and after sales dealer management experience in automotive would be preferable.
• Able to consolidate various sources of information and extract logical conclusions/layout of status quo.
• Self-motivated and result-driven.
• Forward-thinking.
• A quick learner.
• Customer and market-oriented attitude.
• A good communicator and moderator, able to decipher information through effective communication.
• An independent thinker skilled at conceptual thinking, data-mining and structuring, data reporting and presentation, problem solving, and carrying out tasks with technical input.
• Know how to lead teamwork and develop people.
• Professional knowledge in automotive structure and components.
• Experience with/understanding of dealer operations.
• Fluent in English, both spoken and written, with good translation skills in both directions.
• Demonstrate effective presentation skills with clear, logical organization of materials.
• Consistency and accuracy in administrative tasks.
• Able to work as a team with other departments in a matrix environment.

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