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Position:             Specialist, Technical Helpline (Bilingual)
Reports to:         Manager, Technical Helpline
Company:           Subaru Canada Inc.
Location:            Mississauga, ON
Date:                    November 2020

 

Job Profile:

The Specialist, Technical Helpline (Bilingual) provides technical expertise to Subaru Canada’s network of dealership Technicians and acts a resource to internal departments. The Specialist contributes significantly to the ongoing After Sales goals of service excellence to promote customer retention and brand loyalty.

The incumbent will report to the Manager, Technical Helpline and will be based out of Subaru Canada’s head office in Mississauga, ON.

Primary Responsibilities:

  • Assists Dealer Service Managers and Technicians in resolving difficult technical issues on Subaru Vehicles that dealer technicians are unable to diagnose or repair.
  • Instructs dealer technicians in proper diagnostic and repair procedures by phone or e-mail and documents and inputs details of each inquiry into a reference database along with the action steps to repair vehicle.
  • Attend training courses to keep up to date on all new technical developments.
  • Provide support to Warranty, Parts, Customer Experience and QA Departments as required.
  • Provide month-end report of dealer file closing to Management.
  • Assist with the annual Master Technician Competition.
  • Assist with Retrofits and willing to perform other “projects” as required.
  • Assists the After-Sales Department with tasks which need to be managed through the Helpline Dept. (e.g. part restrictions, recalls, etc.).

Required Skills / Attributes:

  • Fully bilingual – French & English (strong communication skills, verbal & written, in both languages).
  • Strong electronic/electrical diagnostic skills.
  • Exceptional skills in technical product problem resolutions.
  • Intermediate computer skills (Microsoft applications including PowerPoint, Word and Excel).
  • Strong interpersonal skills.
  • Some cases demand a higher level of mental stress. Must be able to exhibit patience.

Qualifications:

  • Provincial Licensed Automotive Technician.
  • High school diploma – post secondary education preferred.
  • Demonstrated “bench” experience at Japanese/Import auto dealership (preferred).
  • Subaru knowledge and experience an asset, but not essential.
  • Valid Ontario Driver’s License / Provincial Licensed Automotive Technician

Physical Conditions:

  • Extended periods of computer and phone use.
  • Ability to lift up to 50 lbs.
  • Bending, lifting and walking.
  • Extended time sitting.
  • Able to travel, as required (infrequent).


Reply in confidence to:

Gary Filippini
MBA, CPA

Senior Managing Partner

Email: gfilippini@marckisgroup.com

in addition, place the position for
which you are applying
in the subject line of the email.

When applying, please include:

  • your resume
  • your cover letter outlining your key
    experience for the position

THE MARCKIS GROUP

2600 Skymark Ave.
Bldg. 5, Suite 103
Mississauga, ON
L4W 5B2

Cell: (647) 228-0550

WWW.MARCKISGROUP.COM

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