Bilingual Tech Line Analyst

1 day ago

Markham, Canada Honda Canada Full time

**Job Description**:
The role of the Bilingual Tech Line Analyst - Motorcycle, Power Equipment & Marine 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.

**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 in 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 in product modifications, updates and campaigns as required.
- Support with factory recoveries if/when required
- Support with customer escalations and hands on repair if/when required

**Qualifications**
- Post-secondary degree or diploma related Automotive field required or equivalent experience.
- Valid Motorcycle Technician License or equivalent
- 3-5 years of hands on experience in a dealership environment is required
- Must have strong 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.
- **_ Bilingual in English & French is required_**
- The ability of work in a fast paced environment is a must
- Develops and maintains good working relationships and all members of the team
- Develop, establish and maintain good working relationship with Honda North America suppliers, partners, consultants, stakeholders and other network contacts.
- Enjoys team building approach of management and department - shares results.

Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation will take into account the applicant’s accessibility needs.

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