Bilingual Specialist, Technical Support

Mitsubishi Motor Sales of Canada, Inc. is an equal opportunity employer fostering an inclusive, accessible environment. We are committed to building an environment where all employees and customers feel valued, respected, and supported. Mitsubishi Motor Sales of Canada, Inc. will support applicants requiring accommodation during the recruitment process.

All employees are required to espouse MMSCAN’s company values, MMC WAY, and conduct themselves accordingly:

Think of Our Customers First; Strengthen Trust
Enrich Society
Welcome All Facts; Share Difficult News First
Conduct and Challenge Yourself Professionally
and Respect All; Work as Part of a Broader Team

Use of Artificial Intelligence (AI)
MMSCAN does not utilize AI to review or assess applicants. All screening is conducted internally by a member of the HR team and/or the hiring manager.

PURPOSE
The Specialist, Technical Support, provides technical assistance to dealership technicians and MMSCAN field staff to repair customer vehicles, identify and investigate emerging issues and provide preliminary analysis to MMSCAN with the primary objective of improving responsiveness to the customer, vehicle quality and IQS. Improve dealership service technician vehicle repair skills and "Work Done Right the First Time" job performance through the effective delivery and facilitation of high-level technical support and the creation of automotive service technical training courses.

In the spirit of enhancing the service provided to MMSCANs Quebec dealers, and potentially the rest of Canada, this position will be remote. They will participate in Team meetings at the company’s head office located in Mississauga – Ontario from time to time in accordance with the organizations and department’s needs. They will also be required to travel across Canada, mainly in Quebec to provide technical support to dealers. The manager will be responsible to schedule the meetings in advance and provide proper notice to the employee.

This position reports to the Senior Manager, Service Operations

RESPONSIBILITIES:

Facilitate the effective delivery of technical support to Mitsubishi Motors dealership technicians to improve vehicle repair skills and "Work Done Right the First Time" job performance.
Answer centralized Vehicle Techline cases and provide assistance to dealership and field staff to facilitate/assist in vehicle repairs.
Handle escalated or more complicated cases.
Track and follow-up on all Techline cases to ensure complete and competent repair and to understand and bring to closure issues that remain open.
Provide accurate and timely feedback to DPSMs on dealer and field issues that need to be addressed in order to improve dealership ability to fix vehicles right the first time.
Investigate emerging issues. Provide preliminary analysis to MMSCAN and MMC Tech Support group.
Travel as necessary to investigate field product complaints and investigate emerging issues.
Provide technical review expertise in the development of technical service bulletins, newsletters, special tools, and service equipment as requested.
Validate product quality conditions and improvement initiatives.
Practice the continuous improvement of automotive technical and facilitation skills to ensure the quality and effectiveness of all technical support operations meets or exceeds MMSCAN standards.
Assist in technical training course development with the use of Storyline and other programs.
Provide field feedback information and subject matter expertise assistance in the development of technical training curriculum, training pilot, and train-the-trainer sessions.
Assist in the development of the Service Technical Training courses to ensure appropriateness to Canadian requirements and laws.
Practice the continuous improvement of automotive technical and facilitation skills to ensure the delivery quality and effectiveness of all training courses meets or exceeds MMSCAN standards.
Provide special project assistance as requested by management.
Other duties as assigned or required.

REQUIREMENTS

2 or more years wholesale/retail experience in the automotive or related industry.
2 or more years prior call center/customer service experience.
High school diploma, GED, or equivalent certificate.
6 - 8 years hands-on automotive technical experience, including positions such as service technician, service manager, training instructor, and/or instructional designer.
Class A Inter-Provincial Technician’s license (ASE certification in general automotive repair (Tests A1-A8 and L1) considered an asset).
BA/BS degree in vocational/secondary education or equivalent combination of education and experience.
Bilingual: English/French is mandatory. Other languages an asset.