Purpose

This role is integral to our service operations, ensuring that we uphold the highest standards of customer satisfaction through efficient after-sales service. The After-sales Technician Coordinator will lead and manage a team of skilled technicians, focusing on continuous improvement and operational excellence. You will work collaboratively across departments to ensure that all customer needs are met promptly and professionally.

Skills & Experience

At least 3 years of experience as an ICE or Electric bike technician and 2 years leading a team of technicians.

• Technical Expertise: Knowledge in the repair and maintenance of internal combustion engine motorbikes or electric bikes.
• Customer Relations: Expertise in maintaining strong customer relationships and handling customer inquiries effectively.
• Problem Solving: Ability to identify issues and implement solutions promptly.
• Operational Excellence: A commitment to improving processes and systems for optimal performance.
• Effective Communication: Proficient in clear and comprehensive communication, using appropriate channels for varied audiences.
• Developing Employee Development Plans: Experience in creating structured growth plans for technical staff.
• Leadership: Proven leadership abilities, able to inspire and motivate teams.
• Developing Employee Training Materials and Resources: Skilled in creating detailed training programs and resources. Aptitude for organizing regular training sessions to update skills.
• Conflict Resolution: Ability to handle and resolve disputes fairly and objectively.
• Managing Technicians' Performance: Capable of assessing and enhancing technician performance to ensure high customer satisfaction.
• Creating Reports: Experience in compiling detailed reports on employee performance and identifying skills gaps.
• Computer Skills: Proficient with Dynamics 365, spreadsheets, and Freshdesk.

Traits

• Data-driven: Ability to leverage data for decision-making and improvements.
• Kaizen Mindset: Continuous improvement mentality to enhance processes and outcomes.
• Emotional Intelligence: Strong awareness and management of one's own emotions, and sensitivity to others.
• Collaboration: A team player who effectively collaborates across all levels of the organisation.
• Reliability: Consistently dependable in achieving objectives and commitments.

Duties & Responsibilities

As an After-sales Technician Coordinator, you will:

• Lead the technician team to ensure top-notch after-sales service delivery.
• Oversee employee training programs and develop training resources tailored to our technicians' needs.
• Analyse performance metrics to identify areas for improvement and implement necessary changes.
• Facilitate regular refresher courses to keep technicians updated on new technology and processes.
• Monitor and manage the overall performance of technicians, ensuring alignment with quality standards.
• Develop and execute employee development plans to nurture skill growth.
• Coordinate with other departments to streamline service operations and enhance customer experience.
• Prepare comprehensive reports on team performance, highlighting skills gaps and recommending solutions.
• Maintain a high level of customer satisfaction through effective communication and resolution of service issues.
• Embody a Kaizen mindset, fostering a culture of continuous improvement.

Education Background

• Bachelor's degree/Higher Diploma in Mechanical/Electrical/Automotive Engineering.

Ways of Working

• At Roam, we are guided by four core values: Drive, Dignity, Discovery, and Delivery. We approach every challenge with a relentless drive to excel, ensuring that our work consistently meets the highest standards. We treat each other with dignity, fostering a respectful and inclusive environment where every voice is heard. Through discovery, we continuously seek innovative solutions, while our commitment to delivery ensures we fulfil our promises efficiently and effectively.