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| Job Title: |
Division: |
Department: |
Section/Unit: |
| Diagnostic Technician |
Mercedes Benz |
Service |
MBPC |
| Reports to: |
Work station: |
| Workshop Supervisor |
Lusaka Road Branch |
| Direct Reports: |
Indirect Reports: |
| N/A |
N/A |
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| This role is responsible for providing service to customer vehicles in line with the ‘fix it right the first time’ standard, in order to support high customer satisfaction and attain revenue and throughput targets for the branch. |
- MAIN RESPONSIBILITIES OF THE JOB
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| Managerial Responsibilities
N/A
Operational Responsibilities
- Carry out repairs as well as scheduled vehicle maintenance as per the CFAO & vehicle manufacturer quality standards for high customer satisfaction and retention rates;
- Carry out diagnosis on the vehicle using diagnostic tools and equipment.
- Use manufacturer applications for technical support by creating technical reports and implementing solutions provided by the manufacturer.
- Work efficiently in line with manufacturer flat rates.
- Support less experienced technicians with the diagnosis of complex repairs/service to ensure customers are provided with high-quality service, and to pass on experience and knowledge to the less experienced team;
- Clean the work area (bay) in compliance with CFAO standards, to ensure the workstation is always safe, clean and tidy;
- Prepare timely, clear and precise defect reports in order to upsell and consequently generate more revenue for the branch;
- Test the functionality of parts and systems
- Prepared to get additional certification as needed.
- Willingness to learn with hands-on training.
- Working in accordance with CFAO QHSE policies and guidelines.
- Working in accordance with CFAO policies and procedures.
- Understand and apply KAIZEN within his work environment.
- Keep a professional appearance.
- Any other duties that may be assigned by the management from time to time.
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- KNOWLEDGE, SKILLS AND EXPERIENCE
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| Minimum level of academic and professional qualification required to perform effectively in the role |
- Diploma in automotive engineering
- Certified Technician (Diagnostic Master Technician)
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| Minimum level of experience required to perform effectively in the role |
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2 years working experience as a diagnostic technician |
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Internal customers
- Parts department
- Service Administration
- Training department
- Reception section
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External Customers
Customers |
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Technical
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- Computer literacy
- Knowledge of professional standards
- Customer service management
- Product and technical knowledge
Functional
- Writing skills
- Presentation skills
- Problem-solving skills
- Creativity
Behavioral
- Professionalism –maintains a professional approach based on ethics and CFAO values
- Integrity, honesty, and ethics- ensure ethical practices and integrity to protect CFAO from reputational risk
- Communication Skills
- Customer orientation-is customer focused striking a solid balance between external and internal customer orientation
- Resilience –is able to withstand strategic and operational challenges and maintain momentum
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