Aftersales Technical Helpdesk Officer

GWM Australia; Melbourne; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Brand new office in Mulgrave

Work-from-home flexibility

12 weeks paid parental leave

Volunteer leave and wellness days

Job summary

GWM Australia is seeking a Technical Helpdesk Officer to provide expert support to our dealer network. You will diagnose complex vehicle issues via the Help Desk Portal and Hotline, conduct technical training, and manage case workflows with HO engineering and service teams.

You will build strong partnerships with dealers, contribute to technical documentation, and help drive issue resolution across our Australian operations.

Qualifications

• Previous experience as a mechanical technician within an automotive OEM or dealership environment.
• Fluency in Mandarin and English (written and spoken) is preferred
• Strong understanding of automotive service processes, warranty policies, and customer experience standards.

Responsibilities

• Respond to technical queries from dealerships and service partners through the portal, phone or email.
• Diagnose automotive issues based on customer reports and provide detailed troubleshooting steps.
• Guide service technicians on installation, maintenance, and repair of automotive systems and parts.
• Document and track all reported issues, resolutions, and follow-up actions in the helpdesk system.
• Develop and update technical documentation, FAQs, and troubleshooting guides.

Skills

Mechanical technician

Master Technician

Automotive service processes

Problem solving

Communication

Education

Master Technician certification

Tools

Technical Help Desk Portal

Job description

Drive impact. Optimise performance. Shape the future of GWM.

Are you ready to join one of Australia's most innovative automotive manufacturers? Do you thrive in a fast-paced, dynamic environment where your contributions have a real impact? If so, we have an exciting opportunity for you!

About GWM Australia

GWM is the powerhouse behind the renowned Chinese automaker's local presence. We specialise in importing, distributing, and marketing a diverse range of vehicles, including petrol, diesel, hybrid, and cutting-edge electric models. Our lineup features the popular Haval SUVs, the robust Cannon Ute, the rugged Tank 4x4 SUV, and the innovative Ora EV.

With a commitment to excellence and customer satisfaction, GWM is transforming the automotive landscape by offering high-quality vehicles tailored to the evolving needs of Australian consumers.

Why Join Us?

GWM is quickly becoming one of the leading automotive brands in Australia and New Zealand. With ambitious plans to introduce even more groundbreaking products, there’s no better time to join our team and accelerate your career to new heights!

About The Role

Reporting to the Technical Helpdesk Manager, the Technical Helpdesk Officer is to provide exceptional support the dealer network with technical diagnosis of difficult to diagnose vehicles via the Technical Help Desk Portal and Dealer Technical Help Line. This includes detailed and complex technical investigations, technical training via internal and Head Office Learning Management System (LMS), Technical case management, internal part orders to facilitate repairs and developing a strong business partnership with the dealer network to deliver a high level of technical support.

Key Responsibilities

• Respond to incoming technical queries raised through technical portal, via phone or email from dealerships, and service partners.


• Diagnose automotive issues based on customer reports and provide detailed troubleshooting steps.


• Guide service technicians on the installation, maintenance, and repair of automotive systems and parts.


• Report technical concerns to Head Office (HO)


• Analyse and identify common issues and escalates unresolved problems to the appropriate HO engineering or service team.


• Document and track all reported issues, resolutions, and follow-up actions in the helpdesk ticketing system.


• Develop and update technical documentation, FAQs, and troubleshooting guides for use by customers and service personnel.


• Collaborate with the engineering and product development teams to ensure up-to-date technical information is available.


• Assist in training internal staff and service partners on new products, features, and troubleshooting techniques.


• Maintain a high level of professionalism and empathy while assisting dealers.


• Proactively identify areas for service improvement and provide feedback to management.

Skills And Experience

• Previous experience as a mechanical technician within an automotive OEM or dealership environment.


• Preferably a qualified Master Technician


• Strong understanding of automotive service processes, warranty policies, and customer experience standards.


• Excellent problem-solving, communication, customer service and stakeholder management skills.


• High attention to detail and ability to manage multiple priorities.


• Fluency in Mandarin and English (written and spoken) is preferred, but not essential

What We Offer

• Be part of a high-growth automotive brand with big ambitions in ANZ


• Work out of our brand new, light filled, collaborative office space in Mulgrave


• Work in a role with real ownership, influence and visibility, within a high performing team


• A strong work-life balance, including work-from-home flexibility


• A culture driven by innovation, collaboration, and success


• Access to 24/7 counselling services for you and your family


• 12 weeks paid parental leave for primary care givers and 6 weeks for secondary care givers


• Access to a family vehicle lease program


• Access to volunteer leave and wellness days

If you want to join a vital part of a highly skilled, dynamic and friendly team representing one of ANZ’s fastest-growing automotive brands! If you’re passionate about performance, obsessed with optimisation and ready to make your mark — we’d love to hear from you.