Overview
Technical Coordinator (Aftersales) Jobs in Mexico City Metropolitan Area at GAC México
Title: Technical Coordinator (Aftersales)
Company: GAC México
Location: Mexico City Metropolitan Area
Job Summary
The Technical Coordinator is responsible for delivering technical support to dealerships, enhancing repair efficiency, and ensuring high customer satisfaction through effective resolution of complex technical issues.
This role requires close collaboration with dealerships, fleets, regional teams, and HQ technical departments to improve service quality and implement corrective actions.
Key Responsibilities
- Provide on-site and remote technical support to dealerships to resolve complex repair cases and improve First-Time Fix Rate (FTFR).
- Act as the primary liaison between dealerships and HQ technical teams, escalating and tracking critical issues that require manufacturer support.
- Review and respond to technical support requests, ensuring timely solutions and proper follow-up until closure.
- Support dealerships in the use of diagnostic tools, software flashing, and vehicle troubleshooting.
- Analyze major quality issues, assess HQ repair solutions, and ensure effective implementation in the field.
- Issue Technical Service Bulletins (TSBs) in line with HQ guidance and provide necessary training and technical support to dealerships.
- Prepare and present monthly market quality reports to senior management, highlighting key trends and improvement actions.
Qualifications
- Bachelor’s degree in Automotive Engineering, Mechanical Engineering, or a related field.
- Minimum 2 years of experience in after-sales technical support within the automotive industry.
- Solid understanding of vehicle systems, including engine, chassis, transmission, and electronic control systems, with the ability to interpret technical documentation and diagnostic data.
- Hands-on capability to independently diagnose and repair electric vehicle (EV) battery systems, including fault identification, root cause analysis, and implementation of corrective actions.
- Proficiency in using diagnostic tools, software flashing systems, and troubleshooting methodologies.
- Strong problem-solving skills, with the ability to manage complex technical cases under pressure.
- Good communication and coordination skills, with experience working with cross-functional teams and dealerships.
Key Performance Indicators (KPIs)
- First-Time Fix Rate (FTFR) improvement
- Technical case resolution time
