At a Glance
- Tasks: Provide top-notch technical support to dealerships and troubleshoot automotive issues.
- Company: Join GWM, a leading innovative automotive manufacturer in Australia.
- Benefits: Flexible work-from-home options, strong work-life balance, and 12 weeks paid parental leave.
- Other info: Collaborative office space and opportunities for professional growth.
- Why this job: Make a real impact in a fast-paced environment with a growing automotive brand.
- Qualifications: Experience as a mechanical technician and strong problem-solving skills.
The predicted salary is between 62100 - 75900 $ per year.
Drive impact. Optimise performance. Shape the future of GWM.
Are you ready to join one of Australia's most innovative automotive manufacturers?
Do you thrive in a fast-paced, dynamic environment where your contributions have a real impact?
If so, we have an exciting opportunity for you!
About GWM Australia
GWM is the powerhouse behind the renowned Chinese automaker's local presence.
We specialise in importing, distributing, and marketing a diverse range of vehicles, including petrol, diesel, hybrid, and cutting-edge electric models.
Our lineup features the popular Haval SUVs, the robust Cannon Ute, the rugged Tank 4x4 SUV, and the innovative Ora EV.
With a commitment to excellence and customer satisfaction, GWM is transforming the automotive landscape by offering high-quality vehicles tailored to the evolving needs of Australian consumers.
Why Join Us?
GWM is quickly becoming one of the leading automotive brands in Australia and New Zealand.
With ambitious plans to introduce even more groundbreaking products, there’s no better time to join our team and accelerate your career to new heights!
About the Role
Reporting to the Technical Helpdesk Manager, the Technical Helpdesk Officeris toprovideexceptional support the dealer network withtechnical diagnosis of difficult to diagnose vehicles via the Technical Help Desk Portal and Dealer Technical Help Line.
This includesdetailed and complex technical investigations, technicaltrainingvia internal and Head Office Learning Management System (LMS), Technicalcasemanagement, internal part orders tofacilitaterepairs anddeveloping a strong business partnership with the dealer network to deliverahigh levelof technical support.
Key Responsibilities
- Respond to incoming technical queriesraised through technical portal, via phone or emailfromdealerships, and service partners.
- Diagnose automotive issues based on customer reports and provide detailed troubleshooting steps.
- Guide service technicians on the installation, maintenance, and repair of automotive systems and parts.
- Report technical concerns to Head Office (HO)
- Analyseandidentifycommon issues and escape unresolved problems to theappropriate HOengineering or service team.
- Document and track all reported issues, resolutions, and follow-up actions in the helpdesk ticketing system.
- Develop and update technical documentation, FAQs, and troubleshooting guides for use by customers and service personnel.
- Collaborate with the engineering and product development teams to ensure up-to-date technical information is available.
- Assistin training internal staff and service partners on new products, features, and troubleshooting techniques.
- Maintaina high levelof professionalism and empathy whileassistingdealers.
- Proactivelyidentifyareas for service improvement and provide feedback to management.
Skills and Experience
- Previous experience as a mechanical technician within an automotive OEM or dealership environment.
- Strong understanding of automotive service processes, warranty policies, and customer experience standards.
- Excellent problem-solving, communication, customer service and stakeholder management skills.
- High attention to detail and ability to manage multiple priorities.
- Fluency in Mandarin and English (written and spoken) is preferred, but not essential
What We Offer
- Be part of a high-growth automotive brand with big ambitions in ANZ
- Work out of our brand new, light filled, collaborative office space in Mulgrave
- Work in a role with real ownership, influence and visibility, within a high performing team
- A strong work-life balance, including work-from-home flexibility
- A culture driven by innovation, collaboration, and success
- Access to 24/7 counselling services for you and your family
- 12 weeks paid parental leave for primary care givers and 6 weeks for secondary care givers
- Access to a family vehicle lease program
- Access to volunteer leave and wellness days
- #J-18808-Ljbffr
Aftersales Technical Helpdesk Officer in Melbourne employer: Great Wall Motors
GWM Australia is an exceptional employer, offering a vibrant work culture in Mulgrave that fosters innovation and collaboration. With a strong commitment to employee growth, the company provides opportunities for meaningful contributions in a fast-paced environment, alongside benefits like flexible work arrangements, generous parental leave, and access to counselling services. Join a supportive team at one of Australia's leading automotive brands and accelerate your career while making a real impact.
