Join a Leading AUTOMOTIVE Force in Australia!This role can be based out of Homebush NSW or Yatala QLD.Are you eager to align yourself with one of Australia’s most dynamic automotive manufacturers? Do you thrive in a vibrant, fast paced environment where your contributions make a difference? If so, we have an exciting opportunity for you!Discover GWM Australia.GWM Australia stands as the local powerhouse of the renowned Chinese automaker. We are dedicated to importing, distributiOn and marketing a diverse range of vehicles, from petrol and hybrid to cutting edge EV’s. Our lineup includes the much loved Haval SUV range, the robust Cannon Ute, the rugged Tank 4x4 SUV and the innovated Ora EV.Committed to excellence and customer satisfaction, GWM Australia is reshaping the automotive landscape with high quality vehicles, tailored to meet the evolving needs of the Australian consumer.Join the Momentum:GWM is rapidly solidifying its position as one of Australia and New Zealand’s most prominent automotive brands. With ambitious plans on the horizon to introduce even more groundbreaking products, there is no better time to join our accomplished team and propel your career to new heights!What we Offer:•A healthy work/life balance with WFH options•A purpose driven culture that thrives on energy and collaboration•Priortising wellbeing with dedicated mental health days•Access to 24/7 counselling services for both you and your familyAbout the role:The primary function of the Technical Help Desk Officer is to fully support the dealer network with technical diagnosis of difficult to diagnose vehicles via the Technical Help Desk Portal and Dealer Technical Help Line. This includes detailed and complex technical investigations, technical training via internal and Head Office Learning Management System (LMS), Technical case management, internal part orders to facilitate repairs and developing a strong business partnership with the dealer network to deliver a high level of technical support.Key Responsibilities:Technical Support•Respond to incoming technical queries raised through technical portal, via phone or email from dealerships, 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)•Provide ad hoc technical assistance and vehicle evaluations for internal GWM Departments when requested by Management•Prepare new vehicles for evaluations and testing purposes.Issue Resolution•Analyse and identify common issues and escalate unresolved problems to the appropriate HO engineering or service team.•Document and track all reported issues, resolutions, and follow-up actions in the helpdesk ticketing system.•Monitor ongoing support cases and ensure timely follow-up and resolution.•Work with internal customer support and state office teams to ensure technical cases are resolved ASAP with minimum inconvenience to customers.Knowledge Base Management•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.•Work with each State Office to make sure dealers are complying to the correct protocols upon submitting technical reports/cases•Become a “Go to Product Guru” on all GWM / HAVAL products•Utilisation of all tools including, new model releases, product training via Learning Management System (LMS) Training & Development•Assist in training internal staff and service partners on new products, features, and troubleshooting techniques.•Stay updated on the latest automotive technologies, industry trends, and best practices.Customer Experience•Maintain a high level of professionalism and empathy while assisting dealers. •Proactively identify areas for service improvement and provide feedback to management.•Other relevant tasks and duties as requested by managementSkills and Experience:•Technical qualification in Automotive IS A MUST •Previous experience in a technical helpdesk or lead diagnostic role. •5 years + experience within the Automotive industry. •Understanding of dealership service operations•Strong verbal, written and presentation skillsJoin our growing team!Become an integral part of a dynamic team representing one of Australia’s fastest growing automotive brands! If you are ready to embark on a rewarding journey with us, APPLY NOW and seize the opportunity to shape the future of automotive in Australia!