About The Position
At Mazda, we love sharing the beautiful machines we craft with the world. But even more, we love building relationships with the people who help make it all possible. We are a team of passionate car fanatics with an incurable love affair with the road. We continually strive to challenge the status quo and make it our mission to put people, quality, and experiences before transactions. Ground-breaking technologies and our latest 7th generation products are just the tip of the iceberg. If you possess an unwavering commitment to delivering service excellence and a strong desire to shatter industry stereotypes, Mazda Canada is looking for you. The role of Senior Specialist, Technical Support is integral in our commitment to not only provide vehicles of the highest quality to our customers but to provide class leading technical support. Reporting to the Manager, Dealer Technical Support, you will be supporting Mazda service technicians and personnel with the diagnostic and repair of customer vehicles. Working with the Technical Services department, the incumbent will be providing technical support to the full network of Mazda in Canada retailers as well as a multitude of cross functional teams within various internal business units. The Senior Specialist, Technical Support will promote Fix It Right The First time and Service Retention by providing the finest automotive experiences that drive passion in the people we serve.
Requirements
- Post-Secondary Education in Automotive Service & Technical Programs or related studies
- 3-5 years of Mazda Technical experience or automotive repair experience
- Bilingual (French/English) required
- Valid Canadian Driver’s License
- Electrical and engine management systems diagnostic experience
- Electric Vehicle and rotary engine diagnostic experience
- Experience leading, coaching, and guiding apprentices and technicians to repair resolution
- Proven proficiency in identifying, diagnosing, resolving technical problems at all levels and complexity
- Proven communication skills; ability to work collaboratively as a team, effective time management, strong organization, and ability to prioritize work efforts, etc
- Passion for high performance; supports and encourages peers to achieve consistently achieve excellence
- Ability to work with a diverse team and influence/drive positive change across functional areas
- Strong technical, research, and communication skills; strong business acumen with the ability to contribute to the development and execution of strategic plans related to automotive service repair
Responsibilities
- Strategically lead technicians to repair resolution through an online ticketing system
- Field incoming calls to the Technical Hotline phone system when technicians require urgent support
- Provide remote technical support to technicians
- Guide technicians through diagnostic and inspections
- Assist Customer Assistance Centre and other Mazda Canada departments with technical inquiries from retailers and customers
- Confirm technician diagnostic processes and approve repairs for major vehicle components and assemblies such as: Engine, Transmissions, Differentials, etc.
- Report quality control and vehicle safety to the factory engineering teams
- Support Field Technical staff as a measure to assist and improve a customer’s repair experience at our retailers
Benefits
- The hourly rate offered will consider the successful candidate’s experience, skills, and competencies, and will be set in a manner that supports fair and consistent internal equity practices.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
