Technical Engineer: Multibrand at CFAO Motors Kenya limited (Formerly Toyota Kenya)

 JOB PURPOSE

• This role is responsible for the provision of quality and timely support on product quality as well as quality service, and warranty to branches, in line with the manufacturer (Multibrand – VW & Mercedes) quality standards.

MAIN RESPONSIBILITIES OF THE JOB

Managerial/Supervisory

• Develop the technical support strategy to support efficiency and effectiveness in the provision of service support to branches to ensure the provision of quality service to customers;
• Develop the section budget to ensure the allocation of sufficient resources required for the successful implementation of the department strategy;
• Develop policies and procedures to be used as guidelines in the provision of technical support to users, to ensure compliance with manufacture as well as CMK guidelines;
• Coordinate the development of work plans for the section to assist in the successful implementation of the section strategy, to ensure achievement of set targets within the expected timelines and quality standards;
• Monitor the utilisation of the Technical Support section budget to enhance efficiency in resource utilisation;
• Monitor the warranty budget to ensure proper utilisation of the available resources;
• Develop an efficient warranty claims process in support of the manufacturers’ warranty policies and procedures for all Multibrand
• upervise the delivery of service by the Warranty Coordinator for enhanced performance and motivation;

Operational Responsibilities

• Coordinate the operations of the section to ensure the operations are aligned with the section strategy, are compliant with manufacturer as well as CMK requirements, and are efficient and effective;
• Coordinate parts test requests from manufacturer in order to provide feedback to the manufacturer on market requirements;
• Coordinate the recovery of parts by the Technical Service section to ensure 100% recovery in line with manufacturer policy;
• Coordinate the submission and review of reports to ensure timely feedback to the manufacturers;
• Monitor the implementation of solutions for gaps identified to ensure improved service delivery to customers;
• Coordinate reporting by the team to ensure quality and Timely Field Technical Reports are submitted by technical staff to the manufacture, and immediate feedback to dealer network submitted;
• Review fix it right reports and conduct actual workshop visitations to identify gaps in service;
• Implement recall activity at the branch network, and provide feedback to the manufacturer on the recall progress, to ensure solutions are developed and implemented to address gaps identified;
• Coordinate the implementation of manufacturer recommended special service tool at the branch, network to ensure success;
• Coordinate the implementation of diagnosis tools, with consideration to manufacturer guidelines, for enhanced service delivery to customers;
• Maintain a strong relationship with all manufactures with continuous and proper communication, to ensure CMK receives the support required from the stakeholders.
• Develop reports on the performance of the technical section in line with the CMK reporting guidelines, to ensure management is aware of gaps to be addressed in a timely manner.
• Review filled claim forms to ascertain the accuracy and quality before submitting to manufacturers, to ensure claims are honoured;
• Coordinate the submission of the filled claim forms to all manufacturers for timely processing of payments to CMK

KNOWLEDGE,  SKILLS AND EXPERIENCE

Minimum level of academic and professional qualification required to perform effectively in the role

• Degree in Mechanical or Automotive Engineering
• Toyota National Technical Leader certificate
• Master Diagnosis Technician

Minimum level of experience required to perform effectively in the role

• 8 years’ relevant experience with 3 years at a management position in an organisation of similar size of operations