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Specialist, Technical Training
2 months ago
Mitsubishi Motor Sales of Canada, Inc. is an equal opportunity employer fostering an inclusive, accessible environment. We are committed to building an environment where all employees and customers feel valued, respected, and supported. Mitsubishi Motor Sales of Canada, Inc. will support applicants requiring accommodation during the recruitment process.
All employees are required to espouse MMSCAN’s company values, MMC WAY, and conduct themselves accordingly:
- Think of Our Customers First; Strengthen Trust
- Enrich Society
- Welcome All Facts; Share Difficult News First
- Conduct and Challenge Yourself Professionally
- Respect All; Work as Part of a Broader Team
PURPOSE
The Specialist, Technical Training and Support, provides technical assistance to dealership technicians and MMSCAN field staff to repair customer vehicles, identify and investigate emerging issues and provide preliminary analysis to the Platform Support group at MMNA with the primary objective of improving responsiveness to the customer, and vehicle quality. Improve dealership service technician vehicle repair skills and "Work Done Right the First Time" job performance through the effective delivery and facilitation of high-level technical support and the effective delivery and facilitation of automotive service technical training courses. This role reports to the Senior Manager, Service Operations.
RESPONSIBILITIES
- Answer centralized Vehicle Techline calls and provide assistance to dealership and field staff to facilitate/assist in vehicle repairs.
- Track and follow-up on all Techline calls to ensure complete and competent repair and to understand and bring to closure issues that remain open.
- Provide accurate and timely feedback to DPSM on dealer and field issues that need to be addressed in order to improve dealership ability to fix vehicles right the first time.
- Investigate emerging issues. Provide preliminary analysis internal departments.
- Prepare detailed written reports
- Travel as necessary to investigate field product complaints and investigate emerging issues.
- Validate product quality conditions and improvement initiatives.
- Facilitate the effective delivery of technical support to Mitsubishi Motors dealership technicians to improve vehicle repair skills and "Work Done Right the First Time" job performance.
- Practice the continuous improvement of automotive technical and facilitation skills to ensure the quality and effectiveness of all technical support operations meets or exceeds MMSCAN standards.
- Assist in the daily operation and maintenance of the training vehicle pool, facility, tools and equipment.
- Assist in the development of the Service Technical Training courses when needed to ensure appropriateness to Canadian requirements and laws.
- Provide field feedback information and subject matter expertise assistance in the development of technical training curriculum, training pilot, and train-the-trainer sessions.
- Assist with the preparation of the training facility, vehicles, and tools/equipment as required prior to course delivery and return the environment to its appropriate state once the training is completed. Also, administer the course support logistics of conducting training in the mobile/field environment.
- Administer class participant enrollment processes and course completion records.
- Practice the continuous improvement of automotive technical and facilitation skills to ensure the delivery quality and effectiveness of all training courses meets or exceeds MMSA standards.
- Provide technical review expertise in the development of technical service bulletins, newsletters, special tools, and service equipment as requested.
- Provide special project assistance as requested by management.
- Other duties as assigned or required.
REQUIRMENTS
- 2 or more years wholesale/retail experience in the automotive or related industry.
- 2 or more years prior call center/customer service experience.
- High school diploma, GED, or equivalent certificate.
- 6 - 8 years hands-on automotive technical experience, including positions such as service technician, service manager, training instructor, and/or instructional designer.
- Class A Inter-Provincial Technician’s license (ASE certification in general automotive repair (Tests A1-A8 and L1) considered an asset).
- BA/BS degree in vocational/secondary education or equivalent combination of education and experience.
