Manager, HV Technical Specialist (Flying Doctor)

2023-01-16 | po-021334

Company description

A world class Germany-based automobile and motorcycle manufacturer. The Automotive segment develops, manufactures, assembles and sells cars.

Responsibilities

Fully responsible for providing expert HV technical support for dealers and customers using existing company's Group service processes.
Fully responsible for ensuring expert knowledge, including HV is at latest level with new and up and coming technologies, by building a strong network within the group such as company's Service, Engineering and Product Development.
Full responsibility to deliver consultative on-site, in-region support to dealers with the aim to identify needs and action planning towards addressing service process improvements.
Fully responsible for preparing and registering technical campaigns and recalls with MLIT – Japan authorities
Shared responsibility to support regional and central customer services departments, mediating customer complaints to reach a satisfactory resolution.
Shared responsibility for providing input to Warranty Auditing process. Supporting of dealer staff and processes to allow successful audit completion, sharing of best practices and knowledge information. Input or improvements can be used by Warranty Team C.O.C. to enhance auditing process requirements.
Shared responsibility for highlighting missing / ineffective standard or special tooling in accordance with Rolls-Royce Motor Cars standards, needs and requirements. Generating a detailed objective plan with dealer, Regional Aftersales Area Manager to resolve gaps.
Fully responsible for providing effective communication and reporting on dealer health status to Regional Directors, Aftersales Area Managers and Rolls-Royce Motor Cars C.O.C. teams.
Fully responsible for communicating reports and makes judgements on customer cases that require escalation to the regional teams, customer relations, product marketing. Responsible for ensuring that all parties are aware of cases that could negatively impact customer satisfaction or brand.
In consultation with the Rolls-Royce Motor Cars C.O.C. teams define and implement interim repair solutions where full solutions are not yet available to Dealers. Makes judgement calls as to when an on-site dealer visit is required to support a Dealer in the analysis of a technical topic.
Shared responsibility for arranging and supporting local regional Technical Forums. Keeping the dealer network engaged and informed with latest solutions and measures for issues experienced in local or global markets

Requirements

Qualifications in vehicle mechanical and electronic systems to a Rolls-Royce Motor Cars Master Technician Level.
Qualified and certified to company's Group Blitz 4 AUS / HV Expert Level
Hybrid/Electric Vehicle High Voltage qualification - HVE (High Voltage Expert) BMW Group vehicle technical experience would be beneficial City & Guilds, HNC, BEng (Hons)
Relevant industry experience within mechanical or automotive technical areas i.e. Master Technician, Technical Support, Manufacturing or Engineering.
Thorough understanding of global Rolls-Royce Service, Parts and Warranty processes both internally and in the dealer network.
Extensive motor vehicle technical background necessary.
Experience on a global level within a multinational company is preferable.
High level understanding the legal, social, cultural, and linguistic differences of our markets