Field Service Specialist (Fss)

The Field Service Specialist (FSS) in Field Services (Service and After Sales) collaborates directly with the dealer network by proactively supporting dealers in service area, through in-store technical support for difficult-to-diagnose and difficult-to-fix vehicles. Responsible for counseling dealers on service operations, to foster service best practices, process improvement and opportunities for service efficiency. Function as ‘Voice of Kia’ at the dealer level to improve ‘Fix Right, First Time’ (FRFT) and customer satisfaction. Provide feedback to Quality Assurance (QA) to improve the product upstream. And finally, assess and promote dealer in-shop equipment needs to ensure adequate service capacity.

Position will initially report to the National Manager, Service Operations (HQ).

Please note that this position is based remotely in the Western Region of Canada, in Bristish Columbia, Alberta, or Saskatchewan.

Responsibilities:

• In-store support for difficult-to-diagnose or difficult-to-fix cases when escalation from Kia Technical Assistance Centre (KTAC) is needed. On-site support when required.
• Communicate with dealership Fixed Ops personnel as to technical procedures, instructions, and issues to help educate dealer staff and correct open concerns or needs.
• Focus on repair process and escalation improvements at the dealer level to reduce dependency on KTAC, positively impact FRFT, and to improve customer satisfaction.
• Assess and promote shop equipment needs to ensure adequate dealer service capacity, including special tools (SST) inventory, accessibility and usage plus other shop tool and core equipment needs at dealer level. In addition, ensure for dealer usage of other tools such as KDS, BCT and EV diagnostic and repair tools.
• Collaborate with regional Dealer Parts & Service Managers (DPSM) in service capacity studies and recommendations at the dealer level, from a shop process and equipment standpoint.
• Coach dealers on the use of a Product Information Report (PIR) submission as feedback on product quality concerns directed to Quality Assurance (QA).
• Monitor, investigate and report product and repair quality concerns back to QA. In addition, the effectiveness of product improvements from PIRs, KTAC files and from concerns found in the field.
• Provide technical support in CAMVAP and other Legal cases as required.
• Investigate and validate any vehicle ‘Buy Back’ requests as initiated by Region or Customer Experience (CX) department providing an evaluation report and recommendation to Kia management.
• Support training for service personnel by promoting applicable KIA University courses during dealer visits.
• Assist in corporate/ service events to present, promote, and share the KIA driving experience including service clinics, ride & drives, auto shows, media events and other activities.
• Complete all training necessary to maintain role accreditations and knowledge related to KIA products and services.
• Provide feedback to Service and After Sales management at Kia Canada as to dealer challenges and opportunities for improving operational activities as a support for growth and service retention.

Skills/ Knowledge/Experience/Education Required:

• Provincially Certified Automotive Service Technician with min. 5-years of OEM dealer and/or corporate experience. Exposure to Kia product is a definite asset.
• Relevant post-secondary education in mechanical or electrical discipline is preferred.
• Strong automotive diagnostics skills.
• Strong analytical skill set and reporting capabilities.
• Excellent communication and planning skills. Bilingual (French) is asset but not required.
• Consultative mindset.
• Proven ability for problem-solving in collaboration with other internal/external stakeholders.
• Strong PC skills in Microsoft applications including Word, Excel, and PowerPoint.
• Professionalism, integrity, and team player.

Physical Conditions:

• Frequent travel primarily within assigned Region, but occasionally to other provinces and/or internationally. Estimated at more than 75%.
• Light lifting, bending, and twisting related to shop activities.