Section Manager - Techline (TCS) page is loaded
Section Manager - Techline (TCS)
locationsDubai time typeFull time posted onPosted 2 Days Ago job requisition idR00167808
Job Title: Sec. manager, Techline (TCS)
Reports to: DGM - FE & Techline
Division/Dept: TCS (Total customer satisfaction)
Job Location: Dubai, UAE
1. JOB PURPOSE
Provide technical support to NSC/Dealers for diagnostic tools, service manual & other related resources Support NSC/Dealers for difficult to fix issues Support NSCs/Dealers for escalated customer concerns resolution
2. ORGANISATIONAL CHART
Head– TCS
DGM – FE & Techline
Section manager - Techline
3. PRINCIPLE ACCOUNTABILITIES
EXPECTED END RESULTS
MAJOR ACTIVITIES
Handle NSC/ Dealer technical queries and on-time reply with 100% accuracy
Analyse NSC/ Dealer requirement and support in technical request (Key-imo-Radio code, diagnosis tool related support, vehicle production certificate & Other publications support) NSC/Dealers Technical request portals management Remote support or NSC/Dealer visits.
Call centre escalated cases investigation
Call centre escalated cases investigation and repair support to NSC/Dealers Investigation results reporting.
Special service tools
Special service/diagnosis tools, service manuals purchase support to NSC/Dealers Cost/payment management with NSC/Dealers and Nissan Global Techline. Ensure All New models readiness at NSC/Dealers for required special tools.
Vehicle repair support to NSC/Dealers
Vehicle repair support to NSC/Dealers on difficult to fix request. Coordinate with Global / Mfg. Techline for repair support based on the requirement.
Others
NSC/ Dealers other queries handling
4. MAJOR CHALLENGES
To keep consistency, quality and speed in resolving NSC/Dealer issues Timely preparation for new partner & new model launches
5. KEY INTERACTIONS
Internal
External
TCS, After Sales, Sales, NML (Nissan motor ltd.), Call centre, Techline of other countries, Sales
NSC/ Dealers, Customer
6.DIMENSIONS
KPIs:
Techline request closure speed Readiness completion for new model/ new NSC by the set timeline Escalated issues investigations & closure speed
7. SKILLS AND KNOWLEDGE
EDUCATIONAL QUALIFICATIONS
Diploma / Degree (Automobile/Mechanical)
RELEVANT EXPERIENCE
8+ years of
Hands on experience at OEM or NSC/Dealers of vehicle diagnosis and repair Proper understanding for vehicle ESM (Electronic service manual) Good understanding of workshop tools requirement VOC (voice of customer) understanding and incident duplication experience Field investigation report preparation and explanation skill Technical knowledge on vehicle aggregates (mechanical and electrical) Practical experience on latest vehicle technologies (CAN diagnostics, Hybrid, Electric) Analytical and conceptual thinking NSC/ Dealer communication and overall issue handling experience Experience at NSC/ Dealer technician trainings to follow appropriate repair methods Nissan N Step-3 is preferred UAE driving license is mandatory.
PERSONAL CHARACTERISTICS & BEHAVIOURS
Good communication skill Computer Skills including Excel, Power point, etc Should be ready to Travel depending on the requirement within GCC markets Customer focus and flexibility to support NSC/ Dealers whenever required Close coordination & relation management with NSC/ Dealers and Nissan cross functions.
Dubai United Arab Emirates
