Technical & Customer Relations Manager

Great Wall Motors; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Brand new space in Mulgrave

Work-from-home flexibility

12 weeks paid parental leave

Family vehicle lease program

Fully maintained vehicle

24/7 counselling services

Job summary

Great Wall Motors Australia is seeking a Technical & Customer Relations Manager to oversee ACL-related disputes, advise on Australian Consumer Law, and guide complex customer issues. The role acts as a pivotal escalation point for dealers, internal teams, and service specialists while ensuring compliant repair standards and training to prevent future disputes.

You will lead cross-functional efforts on dispute resolution, coordinate field investigations, and report to senior leaders on tribunal

Qualifications

• Bachelor's degree in law, Engineering (preferred) or related field; equivalent experience considered if with OEM.
• Minimum 5 years' experience in the automotive industry managing tribunal and consumer law matters.
• Strong knowledge of Australian Consumer Law and dispute resolution processes.
• Technical understanding of automotive repair standards and practices.

Responsibilities

• Lead and manage ACL-related disputes, including tribunal and court proceedings, on behalf of GWM ANZ.
• Provide expert advice on Australian Consumer Law, consumer guarantees, and complex customer complaints.
• Prepare case summaries, legal documentation, and executive reports for high-risk or escalated matters.
• Collaborate with technical teams to ensure repair standards meet legal and customer-satisfaction requirements.
• Act as the primary escalation point for dealers and internal teams on ACL, warranty, and dispute-related issues.
• Deliver training and guidance to internal staff and dealer networks on ACL compliance and dispute-prevention strategies.
• Conduct root-cause analysis of disputes and recommend improvements to reduce escalations and enhance CSI.
• Coordinate field investigations and validate technical aspects of complex cases.
• Provide regular updates to senior leaders on tribunal matters, risks, and emerging trends.
• Monitor and improve internal policies and processes to ensure compliance with ACL and NZ CGA requirements.

Skills

ACL knowledge

Negotiation

Communication

Presentation

Education

Bachelor's degree in law or engineering

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, 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.

About the Role:

The Technical & Customer Relations Manager oversees complex consumer law matters, including tribunal cases and escalated disputes, to protect GWM ANZ's brand reputation and strengthen customer satisfaction. The role provides expert guidance on Australian Consumer Law, prepares legal and technical documentation, and represents the company in formal dispute resolution processes. Acting as a key escalation point for dealers, internal teams, and customer service specialists, this position ensures repair standards meet legal obligations, drives consistent ACL compliance, and leads training to prevent future disputes. Through cross functional collaboration, root cause analysis, and continuous process improvement, the role aims to reduce escalations, enhance case-handling quality, and support the organisation in delivering fair, timely, and legally sound outcomes.

Key Responsibilities:

• Lead and manage ACL-related disputes, including tribunal and court proceedings, on behalf of GWM ANZ.
• Provide expert advice on Australian Consumer Law, consumer guarantees, and complex customer complaints.
• Prepare case summaries, legal documentation, and executive reports for high-risk or escalated matters.
• Collaborate with technical teams to ensure repair standards meet legal and customer-satisfaction requirements.
• Act as the primary escalation point for dealers and internal teams on ACL, warranty, and dispute-related issues.
• Deliver training and guidance to internal staff and dealer networks on ACL compliance and dispute-prevention strategies.
• Conduct root-cause analysis of disputes and recommend improvements to reduce escalations and enhance CSI.
• Coordinate field investigations and validate technical aspects of complex cases.
• Provide regular updates to senior leaders on tribunal matters, risks, and emerging trends.
• Monitor and improve internal policies and processes to ensure compliance with ACL and NZ CGA requirements.

Skills and Experience:

• Bachelor's degree in law, Engineering (preferred but not essential) or related field equivalent work experience considered if with an OEM.
• Minimum 5 years' experience in the automotive industry managing Tribunal and consumer law matters.
• Strong knowledge of Australian Consumer Law and dispute resolution processes.
• Technical understanding of automotive repair standards and practices.
• Excellent negotiation, communication, and presentation skills.
• Ability to manage high-pressure situations and multiple cases simultaneously.

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!

What We Offer:

• Work out of a brand new, light filled, open plan collaborative space in Mulgrave (from Nov.)
• Be part of a high-growth automotive brand with big ambitions in ANZ
• Work in a role with real ownership, influence and visibility
• 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
• A fully maintained vehicle

Become a vital part of a dynamic 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.