Regional Technical Support Manager

Job Summary:

The Regional Technical & Training Specialist is the dealer network's first line of technical escalation, providing diagnostic support, training, and warranty oversight across the region. This role bridges manufacturer technical standards and dealership execution — coaching technicians through complex repairs, maintaining the technical library and training academy, tracking warranty and repeat-repair trends, and producing the technical training, open case, and incident investigation reports that keep the network compliant and accountable.

Objectives of this Role

Technical Support

• Acts as our first line of escalation for technical and diagnostic repairs.
• Helps and advises customers as required with queries relating to agreed technical standards, services and deal with front line testing queries, ensuring a high standard of service delivery.
• Assists in situations where dealer technicians are unable to diagnose and repair by providing instruction and coaching in proper diagnostic and repair procedures.
• Manages the technical library, ensuring that material is kept current and the dissemination of technical information (warranty, parts and service bulletins) to the regional dealers.
• Monitors ongoing technical cases, engages the respective manufacturer technical support teams and ensures the consistent and efficient flow of information to both parties.
• Monitor repeat repair ratios to identify potential product quality or technical competency concerns.

Training

• Reviews and evaluates dealership service department processes, procedures and technician training needs.
• Manages online courses within the training academy, ensuring that material is both relevant and current.
• Plans and coordinates instructor led training (ILT) sessions for technical level certifications.
• Guided by incoming technical support queries and feedback in customer satisfaction surveys, coordinates bespoke training sessions geared at improving the overall service offered by aftersales dealership employees.

Warranty

• Provides support the warranty department for any technical related queries and PWA’s as needed.
• Monitors claims to identify developing part failure trends, investigates anomalies with respective dealer technical team and alerts the manufacturers as necessary.

Reporting

• Conducts detailed investigations, research and prepares IIR (Incident Investigation Reports) of potential legal and product liability incidents.
• Investigates and reports on vehicles involved in automobile collisions and fire incidents where customers allege product
• Provides monthly technical training reports to respective managers in the region.
• Provides monthly open cases reports.
• Provides internal monthly warranty expense reports and reimbursement reports to dealer network.
• Provides monthly recall completion reports to both internal management and dealer network.
• Conducts customer buyback evaluations determining suitability of vehicles for resale or donation; oversees final repairs; prepares related reports and documentation and coordinate final disposition of vehicle.

General

• Performs warranty and special tool audits within dealer network.
• Conducts on-the-job tests and recruitment support as necessary for technicians.
• Keep up to date with procedural and technical developments relating to the job.
• (including relevant legislation and Inspectorate policy) and maintain the station technical
• Ensures compliance with Health and Safety standards.
• Liaises with all different sectors of the business as necessary.
• As necessary, performs other related duties of which the above are representative.
• Consistently contributes to building brand value by delivering on our brand promise.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being

performed by persons assigned to this classification.  They are not intended to be construed as an

exhaustive list of all responsibilities, duties and skills required of personnel so classified.