Bilingual Tech Line Analyst

1 day ago

Markham, Canada Honda Canada Full time

**Job Description**:
***Please note this is a primarily remote position with occasional office attendance either out of Boucherville or Markham depending on proximity**

The role of the Tech Line Analyst - Auto 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.

**PRINCIPAL FUNCTIONAL RESPONSIBILITIES**
- Receiving calls from the Dealer network and ensuring the business plan primary goals (example: Service Level, Abandon Rate, Call Handle Time, Case Quality), 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 with bi-weekly meetings with Tech Line, QE, and Field Engineering Staff to discuss product and Zone Related Dealer Concerns while providing adequate flow & exchange of information
- Participating with New Model Service Study Meetings, Train the Trainer, Service Manual Validation, and Dealer Meetings when required. When company policy permits, this may include domestic and international travel
- Participating in product modifications, updates and campaigns as required

**POSITION PROFILE AND QUALIFICATIONS**
- Certified Automobile Licensed Technician (310S) is required
- Inter Provincial accreditation (Red Seal) is required
- 5 - 10 years of experience as a Certified Technician, Lead Tech, or Shop Foreman is required
- Experience in a dealership environment is an asset
- Bilingual in English & French - verbal and written is required
- Post-secondary degree or diploma related Automotive engineering is an asset
- Must have strong Automotive 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
- Intermediate computer skills (MS Office suite) is preferred
- The ability of work in a fast paced environment is a must
- Develops and maintains good working relationships and all members of the team.
- Develops and maintains good working relationships within Honda North America as well as all other internal and external stakeholders.
- 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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