Technical Specialist

5 days ago

Mississauga, Canada KIA CANADA INC Full time

This individual will** **support the Kia Technical Assistance Center (KTAC) activities in Technical Support as part of Service and After Sales (SAS). Responding to inquiries received through KTAC claims and/or the Hotline to assist Kia dealerships with repair-related concerns by providing diagnostic support for difficult-to-diagnose or difficult-to-fix vehicles.

The position reports to the Manager, Technical Support. Position works with other functions within Service Operations including Field Services with Field Service Specialists, and Warranty Management.

**Key Responsibilities**:

- Provide technical support to dealers in difficult-to-diagnose or difficult-to-fix repair cases
- Manage repair cases with dealers for a timely and quality first response. As needed, proper follow up with dealers, and robust documentation of each case until resolution
- Escalate difficult repair cases as Kia Technical Assistance Request (KTAR) as needed, for in-store support from Field Service Specialists to ensure resolution within reasonable timeline
- Interface with other departments/areas in Kia Canada (KCA) such as Customer Experience, Field, Parts Supply and others, to promote effective and efficient case resolution
- Support extended repair case management to expedite problem resolution of difficult concerns
- Identify and report reoccurring or emerging quality concerns or upstream communication to Quality Assurance (QA) for Engineering/Plant improvement of Kia vehicles
- Assist in the development and generation of reports as required by SAS management
- Assist with implementation of new processes & procedures as identified for continuous improvement
- Other special assignments and tasks as identified by SAS management

**Skills / Knowledge / Experience / Education Required**
- Minimum 5 years of automotive experience, ideally in dealership, workshop or other technical setting including OEM level
- Strong vehicle diagnostic repair skills
- Advanced understanding of vehicle electrical systems and schematics
- Strong problem-solving skills, with an ability to thrive in challenging technical settings
- Excellent interpersonal skills, ability to deal with difficult situations
- Comfortable working in fast-paced environment
- Highly organized, with keen attention to detail
- College diploma in automotive or equivalent technology preferred
- Valid Level 1, 2 or 3 (Quebec certifications) or 310 S/310 T (or other Province certifications)

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