After Sales Technical Assistant Manager (M/F/D)

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We have exciting opportunities for you as:

After Sales Technical Assistant Manager (M/F/D)

at Kia Italia in Milan, Italy

Kia is, together with its sister brand Hyundai, the fifth-largest automotive company in the world. Since its foundation in 1944, Kia has been a significant player in the booming automotive industry, not only in South Korea but worldwide. People drive KIA cars in about 180 countries.

At Kia, the best and brightest employees contribute their different perspectives and knowledge to innovative and creative mobility solutions. The company fully supports its workers through policies that outline clear goals that include a free and creative working environment. We offer all-out support to realize a creative corporate culture, one in which people can lead a happy work-life balance.

The After Sales Technical Assistant Manager works within the Ownership Experience Department and is responsible for improving the quality of the Kia Dealer Network focusing on repair quality, aftersales processes and customer satisfaction.

Your Mission: 

In this role, the candidate will:

1. Manage Hot Line and email cases from dealers with appropriate quality and timing to prevent or immediately solve any customer complaint:

   • Provide technical support to dealers’ requests, managing 1st reply into THL, in order to ensure a prompt answer and reduce cases resolution time.

   • Give complete, clear explanations supported by KIA technical documentation.

   • Coach dealers on repair processes.

   • Daily THL monitoring in terms of cases solving time and quality of solution and highlight critical solutions to Supervisor and team.

   • Escalate every major issue to Supervisor and team with all details to manage the case with HQ or the factory

   • Strictly cooperate with the After Sales team, especially P&S Warranty and Customer care to speed up closure.

2. Identify critical repairs and visit dealers to support them, during the diagnosis and repair phase. Provide immediate and efficient visit report to all the people involved.

3. Follow assigned projects and tasks to improve Kia product quality: product investigations, defect analysis, QIR/TSB issue and produce complete reporting.

4. Responsible for Campaign reporting and notifying activity.

5. Responsible for ELV activities.

6. Manage specific Technical Projects (i.e. LPG development test)

7. Produce ad hoc report on tech dept activity.

8. Ensure the Network has all the documentation required to properly repair KIA vehicles: produce/complete/translate/ect documentation.

9. Produce and update special tools list: promote Special tools usage across the network.

   
   

Your Talents:

• University degree in Engineering or automotive related field

• Proven experience in similar role and/or in a technical environment in automotive sector (at least 5 years)

• Italian: fluent, spoken and written

• English: fluent, spoken and written

• MS-office proficient, with excellent Excel and PPT skills

• Excellent communication skills to interact effectively with internal teams and external customer.

• Strong analytical and problem-solving skills.

The ideal candidate is accurate, reliable and target oriented, willing to work in a very dynamic and challenging environment. S/he has strong analytical skills and attention to details. S/he has also a proactive approach, an ability to adapt to a fast-paced environment and a collaborative work attitude.

Contractual grade: First Level CCNL or above.

The offer is addressed to people of both genders in compliance with Legislative Decree n. 198/2006.

The interested candidates should send a detailed resume providing explicit authorisation of Personal Data Treatment (GDPR - Regulation EU 679/2016). We also recommend to mention whether a work permit/visa to live and work in the country of recruitment is required.