Automotive Tech Helpline Specialist

6 months ago

SaintLaurent, Canada Subaru Canada, Inc. Full time

The Specialist, Technical Helpline provides technical expertise to our network of dealership technicians and also acts as a resource for internal departments. The Specialist contributes significantly to the ongoing After Sales goal of service excellence to promote customer retention and brand loyalty.

The incumbent will report to the Manager, Technical Helpline and will be based out of Subaru Canada’s regional office in Saint-Laurent, Québec.

**Primary Job Responsibilities**:

- Assists dealer Service Managers and Technicians in resolving difficult technical issues on Subaru vehicles that dealer technicians are unable to diagnose or repair.
- Attends training courses to keep up to date on all new technical developments.
- Provide support to Warranty, Parts, Customer Care, and Quality Assurance departments as required.
- Provide month-end report of dealer file closing to management.
- Assist with the annual Master Technician Competition.
- Assist with retrofits and willing to perform other “projects” as required.
- Assists the After Sales team with tasks which need to be managed through the Technical Helpline department (e.g. part restrictions, recalls, etc.).
- Other duties, as assigned.

**Required Skills / Attributes**:

- Fully bilingual (French & English) - strong communication skills (verbal & written) in both languages required.
- Strong electronic/electrical diagnosis skills.
- Exceptional skills in technical product problem resolutions.
- Strong interpersonal skills.

**Qualifications**:

- Provincial Licensed Automotive Technician required.
- Demonstrated “bench” experience at Japanese/import automotive dealership (preferred).
- Subaru knowledge and experience an asset, but not essential.
- Valid provincial driver’s license.
- High school diploma - post secondary education preferred.

**Physical Conditions**:

- Extended periods of computer and phone use.
- Ability to lift up to 50 lbs.
- Bending, lifting, and walking.
- Extended time sitting.
- Able to travel, as required (infrequent).

When applying, please ensure that you include your salary expectations (range). Thank you.

Subaru is committed to employment equity and encourages all qualified including Aboriginal peoples, persons with disability and members of visible minorities to apply.

We are also committed to providing accommodation for people with disability. Please let us know if you require an accommodation at any time during our recruiting process.

Background checks will be conducted during the final stages of the recruiting process.
- ______________________________

Le spécialiste de la ligne d'assistance technique fournit une expertise technique à notre réseau de techniciens de concessionnaires et agit également en tant que ressource pour les départements internes. Le spécialiste contribue de manière significative à l'objectif permanent d'excellence du service après-vente afin de promouvoir la fidélisation de la clientèle et la loyauté envers la marque.

Le titulaire du poste relèvera du directeur, Ligne d'assistance technique, et sera basé au bureau régional de Subaru Canada à Saint-Laurent, au Québec.

**Principales responsabilités du poste**:

- Aider les chefs de service et les techniciens des concessionnaires à résoudre les problèmes techniques difficiles sur les véhicules Subaru que les techniciens des concessionnaires ne sont pas en mesure de diagnostiquer ou de réparer.
- Instruit les techniciens des concessionnaires sur les procédures de diagnostic et de réparation appropriées par téléphone ou par courrier électronique, documente et saisit les détails de chaque demande dans une base de données de référence, ainsi que les mesures à prendre pour réparer le véhicule.
- Participer à des cours de formation pour se tenir au courant de tous les nouveaux développements techniques.
- Apporter son soutien aux services de la garantie, des pièces détachées, de l'assistance à la clientèle et de l'assurance qualité, selon les besoins.
- Fournir à la direction un rapport de fin de mois sur la clôture des dossiers des concessionnaires.
- Participer à la compétition annuelle des maîtres techniciens.
- Aider à la modernisation des véhicules et être prêt à réaliser d'autres "projets", le cas échéant.
- Assister l'équipe après-vente dans les tâches qui doivent être gérées par le service d'assistance technique (par exemple, restrictions de pièces, rappels, etc.).
- Autres tâches, selon les besoins.

**Compétences / Attributs requis**:

- Parfaitement bilingue (français et anglais) - de solides compétences en communication (verbale et écrite) dans les deux langues sont requises.
- Solides compétences en diagnostic électronique/électrique.
- Compétences exceptionnelles en matière de résolution de problèmes techniques liés aux produits.
- Solides compétences interpersonnelles.

**Qualifications**:

- Technicien automobile titulaire d'un permis provincial r

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