Automotive Technical Helpdesk Specialist – Remote Friendly

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

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.