Purpose of the Role: Ensures that all customer concerns relating to all vehicle systems are clearly and reliably diagnosed and rectified. Accurately and skillfully undertakes the repair and servicing of vehicles, diagnosing any additional faults and ensuring all work is completed safely and to the highest standard and to customers satisfaction. Key Responsibilities: Ensures exceptional customer service standards are consistently met – Analyses and determines exact nature of customer concerns, works closely with Service Advisor and the customer – Reproduces symptoms reported, performing a road test with the customer where necessary – Uses the manufacturers approved diagnostic tester to carry out complex and specific diagnosis for vehicle systems and where required uses more advanced applications – Provides customer with explanation/demonstration of the fault, rectification, feature or characteristic where required – Talks to customers with long term vehicle concerns and ensures follow up work is completed until issue is resolved Delivers key Workshop O perations – Analyses work orders including details of repairs completed, parts required and labour to be charged – Ensures faults have been reported and noted on job cards and informs the Service Manager of any additional faults not covered in the scope of the repair and delay to completion of work – Interprets and uses technical data provided by the manufacturer (e.g. using the TOPix system) – Ensures vehicle safety standards have been complied with when returned to customers – Records hours and material usage. Consistently probes for and maintains high levels of overall efficiency – Maintains tools and equipment, checks calibration and condition of workshop equipment in line with company policy – Adheres to rules relating to the manufacturers warranty policies and procedures – Provides precise and detailed reports on vehicle concerns to the manufacturer technical services department Delivers quality standards and continuous improvement – Takes responsibility to set and follow quality standards. Ensures all work undertaken meets customer expectations in relation to repairs carried out to ensure repeat repairs are minimised – Follows manufacturer policies and processes with regard to product quality reporting – Ensures quality documentation is completed fully and accurately – Checks quality of work carried out through diagnostic and road testing – Keeps diagnostic equipment, measuring tools and manufacturer special tools up to date – Liaises with the Service Manager to monitor the quality of all work undertaken in the workshop Manages and develops others – Maintains the highest level of skill and full awareness of all technology used in the vehicle range, attending Master Technician training and development activities as appropriate. Keeps own qualifications up to date – Maintains own knowledge of new technical developments and finds ways to actively share knowledge, experience and updates with other workshop team members – Remains fully conversant with manufacturer technical literature and information bulletins and ensures that information is passed onto other technicians and understood – Monitors training and development needs for the workshop team. Trains, coaches and develops workshop and Service team members to ensure high levels of customer satisfaction – Takes responsibility for mentoring apprentices. Monitors learning and achievement of qualifications – Uses feedback to improve own and teams performance Works as a senior member of the Dealership Service team – Demonstrates the JLR Customer First Behaviours in all interactions with customers and colleagues – Works with the Service Manager to ensure sufficient resources are in place to meet operational needs – Supplies accurate information to the Parts team for ordering of parts – Maintains a professional manner and high standards of personal presentation at all times, ensuring that work area and protective clothing is kept clean, tidy and in a safe condition in order to uphold JLR and dealer standards – Adheres to legal, environmental and health and safety requirements while ensuring the safety and security of people, vehicles and property at all times, reporting any known faults or hazards Minimum/Essential Requirements: – The ideal candidate(s) will have -A minimum of 5 years experience as a Technician within the JLR Dealership Network – 2 years experience as a Master Technician within JLR network would be a significant advantage – Knows Jaguar Land Rover brands & products: – Have a major diagnostics background – Extensive experience in major fault finding and resolution – Be well informed and educated on JLR Vehicle communication systems Candidates who wish to apply and are outside of the Western Cape, must please detail how a relocation will work and what would be required. On offer is a rewarding base salary and incentive structure in acknowledgement of qualifications and technical experience, plus medical aid, provident fund and other standard company benefits. Candidates who wish to apply are requested to include highest qualifications as well as a covering letter detailing your fit to the position’s specification. Only shortlisted candidates will be contacted.

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