Aftersales Technical Helpdesk Specialist - Hybrid Growth

Great Wall Motors

Melbourne

Hybrid

AUD 65,000 - 90,000

Full time

5 days ago

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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.