The Technical Helpdesk Team Leader acts as the single technical point of contact in-country for the Regional Aftersales (SSDS) department.
The role coordinates the collection, consolidation, and presentation of technical information and incident feedback, ensures country-impacting issues are recognized and addressed by SSDS, and channels manufacturer feedback to the local dealer network.
The position also leads and steers the local Swift-Dealers team to drive timely resolution of technical cases, elevate customer satisfaction, and optimize cost and service outcomes.
Key activities and responsibilities:
- Serve as the sole in-country technical interface with the regional SSDS team, ensuring clear, timely, and accurate communication.
- Coordinate the creation, submission, and presentation of technical reports, incident summaries, and root-cause insights.
- Monitor, prioritize, and escalate technical incidents that impact the country; ensure SSDS consideration and follow-through.
- Capture and disseminate manufacturer feedback, countermeasures, and best practices to the local dealer network.
- Lead and coordinate the Swift-Dealers team to accelerate diagnosis and resolution of complex cases.
- Support diagnostic activities by advising on tools, electrical schematics, and technical procedures.
- Track incident trends, propose preventive actions, and contribute to continuous improvement initiatives.
- Partner with customer care, parts/logistics, and field teams to balance service quality, speed, and cost.
- Provide technical training/coaching sessions to the network as needed; ensure consistency of technical standards.
- Maintain structured documentation, dashboards, and status updates for stakeholders.
- Uphold compliance with safety, regulatory, and brand standards.