AddressAs a Supervisor of Dealer Support - Technical at Mazda Australia, you will play a pivotal role in providing day-to-day support, coaching, and guidance to our Technical Helpdesk Team members. Your primary objective will be to ensure that all department KPIs and service level agreements are met while fostering a culture of continuous improvement and excellence in customer service. Operating within a small team of Supervisors, you will lead efforts in recruitment, training, and departmental initiatives to ensure the highest standards of support for our Mazda Dealer network and customers.
This is a full-time permanent position based at our Head Office in Mulgrave, VIC please note you will be required to attend the office 4 days per week.
Key Responsibilities:
- Monitor and manage Technical Helpdesk Team activities to ensure timely responses to Dealer inquiries, aiming for a response within 2 hours from initial contact.
- Oversee the provision of vehicle security system information to Dealers within specified timeframes.
- Ensure open cases are monitored and updated regularly for effective issue resolution.
- Support local accessory validation efforts and provide technical training to team members as needed.
- Allocate and redistribute workload as necessary to meet Dealer requirements and departmental KPIs.
- Adjudicate on escalated technical matters and provide recommendations to Senior Management.
- Collaborate with internal and external stakeholders to resolve technical inquiries promptly.
- Provide comprehensive coaching and performance management to Technical Helpdesk team members.
- Take appropriate action, including documentation, to address any performance or behavioural issues.
- Maintain communication with key stakeholders to manage customer inquiries effectively.
About you:
We are seeking a highly qualified candidate who possesses a unique blend of technical expertise, leadership acumen, and customer-centric approach. The ideal candidate will hold a tertiary qualification in a business-related discipline and bring extensive experience as an Automotive Technician (Motor Mechanic), with a minimum of 10 years post-apprenticeship experience. A Master Technician Qualification (Mazda Master Tech or equivalent) is essential for this role. Demonstrated experience in people leadership, coupled with a deep understanding of complex technical issues, will be crucial. Strong communication skills, both verbal and written, are necessary for effective interaction with internal teams, external stakeholders, and Mazda Australia Dealerships. The successful candidate will exhibit strong analytical abilities, problem-solving skills, and a proactive approach to managing competing demands.
About Mazda Australia:
Welcome to Mazda Australia, where innovation and passion converge to redefine the automotive experience. As a key player in the Mazda Motor Corporation, we're committed to crafting vehicles that embody style, performance, and cutting-edge technology. Join our team and be part of a legacy that drives excellence on the roads and in the hearts of driving enthusiasts.
Mazda Australia Benefits:
Join Mazda Australia for an enriching career where the joy of driving is at the heart of everything we do. Enjoy exclusive benefits, including new car discounts, Employee Demo Vehicle Program, annual bonus eligibility, 17.5% annual leave loading, and a range of perks such as weekend loan cars, uniform allowance, and more. Experience a first-class working environment, a supportive team culture, and access to learning and development opportunities. Apply now to align your vision with ours and seize the opportunity to be part of a dynamic team!
If you’re ready for a challenge, apply today to connect your vision with ours. Discover more about us and seize this opportunity!
Application and Selection Process
We value attitudes, behaviours, and values that align with Mazda Australia’s culture. Applicants will be subject to a police check, reference checks, and online psychometric assessments.
