Aftersales Technical Helpdesk Officer

Great Wall Motors; Melbourne; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

12 weeks paid parental leave (primary)

6 weeks paid parental leave (secondary

24/7 counselling services

Family vehicle lease program

Volunteer leave and wellness days

Job summary

GWM Australia is hiring a Technical Helpdesk Officer to provide exceptional support to the dealer network with technical diagnosis and issue resolution. You will work through the Technical Help Desk Portal and Help Line, handling complex investigations and training internal staff.

Join a high-growth automotive brand with strong career development opportunities. You will collaborate with engineering teams, manage part orders for repairs, and build partnerships with dealers to deliver high-level

Qualifications

• Experience as a mechanical technician in an automotive OEM or dealership.
• Understanding of warranty policies and service processes.
• Strong problem solving and communication skills.
• Fluency in Mandarin and English preferred.

Responsibilities

• Respond to technical queries from dealerships and service partners via portal, phone, or email.
• Diagnose automotive issues and provide detailed troubleshooting steps.
• Guide service technicians on installation, maintenance, and repair of automotive systems and parts.
• Report technical concerns to Head Office and escalate as needed.
• Analyze common issues and escalate unresolved problems to HO engineering/service teams.
• Document all reported issues, resolutions, and follow-up actions in the helpdesk system.
• Develop and update technical documentation, FAQs, and troubleshooting guides.

Skills

Automotive technician experience

Service processes knowledge

Customer experience skills

Bilingual Mandarin/English

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 Officeris toprovideexceptional support the dealer network withtechnical diagnosis of difficult to diagnose vehicles via the Technical Help Desk Portal and Dealer Technical Help Line.This includesdetailed and complex technical investigations,technicaltrainingvia internal and Head Office Learning Management System (LMS),Technicalcasemanagement,internal part orders tofacilitaterepairs anddeveloping a strong business partnership with the dealer network to deliverahigh levelof technical support.

Key Responsibilities

• Respond to incoming technical queriesraised through technical portal, via phone or emailfromdealerships, 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 toHead Office (HO)
• Analyseandidentifycommon issues and escape unresolved problems to theappropriateHOengineering 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.
• Assistin training internal staff and service partners on new products, features, and troubleshooting techniques.
• Maintaina high levelof professionalism and empathy whileassistingdealers.
• Proactivelyidentifyareas for service improvement and provide feedback to management.

Skills and Experience

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