Techline Analyst

Location

Alpharetta, GA | United States

Job description

Salary Range: $53,500 - $66,900 What Makes a Honda, is Who makes a Honda Honda has a clear vision for the future, and it’s a joyful one.  We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success.  We strive to be a company which serves as a source of “power” that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize “the joy and freedom of mobility” by developing new technologies and an innovative approach to achieve a “zero environmental footprint.” We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team. If your goals and values align with Honda’s, we want you to join our team to Bring the Future! About this Position: Techline agents function as a technical resource for internal and external customers. The group is responsible for possessing advanced level knowledge of Honda Marine, Engine, and Power Equipment products. Agents must develop an in-depth understanding of product functionality, diagnostic techniques, and repair procedures to provide high quality dealer support that focuses on customer satisfaction. Techline Agents are also responsible for gathering and analyzing information (customer contention, product symptoms, environmental conditions, geo/location, technician skill/aptitude, etc.) from dealer technicians and provide repair recommendations based on these conditions. Responsibilities include: ·       Provide expert technical support to dealers to assist in the diagnosis and repair of Honda Marine, Engine, and Power Equipment product beyond routine repairs. ·       Minimize unnecessary repairs and direct technicians toward appropriate repair methods/procedures to prevent excessive warranty expense and diminished customer satisfaction. ·       Provide direction when published resources are ineffective or repair procedures are non-existent.  Formulate ad hoc troubleshooting processes to determine root cause and remedy problems. ·       Assess technician skill/aptitude and determine proper repair direction that may include creating ad hoc troubleshooting, a dealer visit by field service, or calling product into the office for repair. ·       Exercise discretion and judgement when evaluating repair options.  Decide if warranty coverage is applicable to a repair or whether goodwill support should be proposed to the customer. ·       Function as a technical resource for internal and external customers.  Possess advanced level knowledge of Honda (Marine, Engine, and Power Equipment) products, diagnostic techniques, and repair procedures. ·       Assess urgency and risk of all technical data gathered to provide real time feedback to all S and E business functions that support market quality improvement initiatives and speed to countermeasure activities. ·       Collaborate with engineering group to manage technical information flow between Service Engineering and dealers on emerging market issues. ·       Mentor Techline new hires, Field Technical Specialists, and internal shop techs on how to determine proper repairs using accepted practices to improve efficiency and minimize unnecessary repairs. ·       Identify and address gaps in knowledge through focused training ·       Validate service repair information.  Provide ongoing feedback/corrections on published troubleshooting and repair information to ensure accuracy and practical application. ·       Provide scramble support for warehouse projects related to product recalls and quality issues.  Support activity ranges from performing repairs up to managing the warehouse team to achieve the project goals. Who we are seeking: Required Work Experience: ·       Five years of service shop experience (hands on repair experience at a Honda dealership is preferred) ·       In-depth knowledge of marine, engine, and power equipment product function, including industry terminology used by dealers ·       Driving record background check and approval to operate company vehicles Required Education: ·       High School Diploma ·       Two years of technical or vocational education with an emphasis on marine, small engine, motorcycle, diesel, or automotive repair Desired skills: ·       Proficient on MS Office ·       Proficient at data entry, reading, writing, and comprehension skills ·       Good grammar and ability to articulate technical information via phone ·       Proficient at assessing technician skill level and product knowledge, so repair directions can be tailored to match technician aptitude ·       Adept at creating impromptu troubleshooting to bridge gaps in dealer diagnostic ability ·       Ability to interact with internal/external peers to achieve shared goals and objectives, while maintaining good relationships Additional Position Factors: ·       Workstyle:        On-Site ·       Travel:               5% At Honda, you will play a key role in our journey to become a company that society wants to exist now, and in the future. Your endless curiosity will drive innovation and your courageous spirit will challenge the status quo.  We believe having a workforce made up of diverse thinkers and innovators makes us a better Honda.  Respect for each other and respect for diversity each and every day drives our associates to contribute at the highest level and work effectively in a team environment.  We make the dream of mobility a reality with our innovative and high-quality products. Together, we Bring the Future to our customers, associates, and communities.  We are Honda! What differentiates Honda and makes us an employer of choice?  Total Rewards: ·       Competitive Base Salary ·       Annual Bonus ·       Overtime ·       Industry leading Benefit Plans (Medical, Dental, Vision, Rx) ·       Paid time off, including vacation, paid holidays, sick time, personal days ·       401K Plan with company match + additional contribution Career Growth: ·       Advancement opportunities ·       Career mobility ·       Education reimbursement for continued learning ·       Training and Development programs Additional Offerings: ·       Wellbeing program ·       Community service and engagement programs ·       Product programs ·       Free drinks onsite Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

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