Technical Support & Training Supervisor
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Kasrawy Group is a leading company in the automotive industry providing high-quality services to clients in Libya Benghazi & Tripoli.
With over 40 years of experience we have established ourselves as a trusted partner for businesses looking for efficient and reliable solutions for their warehousing and distribution needs.
Summary
The Automotive Technical Support & Training Supervisor is responsible for leading managing and developing the technical support team while designing and delivering high-quality training programs for service technicians and support staff. This role ensures the timely and accurate resolution of complex vehicle technical issues and maintains a high standard of expertise across the service department.
Key Responsibilities
Technical Support & Team Leadership
- Supervision: Manage the daily operations of the technical support team including scheduling workload distribution and performance management.
- Escalation Management: Serve as the final point of escalation for complex unresolved technical issues reported by dealership service centers or internal support staff.
- Documentation: Oversee the creation and maintenance of technical documentation service bulletins and knowledge base articles to ensure accurate information is readily available.
- Quality Assurance: Monitor support cases and technician performance to ensure adherence to company standards safety regulations and warranty claim procedures.
Training & Development
- Curriculum Design: Design develop and update comprehensive technical training curricula focusing on new vehicle models complex diagnostic procedures and emerging automotive technologies (e.g. EV/hybrid systems ADAS).
- Training Delivery: Conduct technical training sessions (both classroom and hands-on practical workshops) for dealership technicians service advisors and internal technical support teams.
- Competency Assessment: Establish standardized testing and certification procedures to evaluate technician proficiency levels and identify ongoing skill gaps across the dealer network.
- Mentorship: Provide one-on-one coaching and mentorship to junior technical support specialists and high-potential service technicians.
Process Improvement & Reporting
- Root Cause Analysis: Perform in-depth analysis of recurring technical failures and high-frequency issues to identify root causes and recommend design or manufacturing improvements to the engineering teams.
- Reporting: Track and report on key performance indicators (KPIs) for the support function including resolution time first-call resolution rate and training effectiveness metrics.
- Tooling & Equipment: Evaluate and recommend specialized service tools and diagnostic equipment required by the dealer network to service current and future vehicle platforms.
Qualifications
Required Education & Experience
- Associates or bachelors degree in automotive technology mechanical engineering or a related technical field.
- 2 years of experience as an Automotive Technician or Technical Specialist.
- 2 years of experience in a supervisory or technical training role preferably within a dealership or OEM environment.
- Certifications (e.g. ASE Master OEM-specific training certifications) are highly preferred.
Required Skills & Competencies
- Expert Technical Knowledge: Deep and current expertise in modern vehicle systems including electrical diagnostics powertrain control network communication (CAN bus) and safety systems.
- Diagnostic Proficiency: Advanced ability to read and interpret wiring diagrams service manuals and diagnostic trouble codes (DTCs) using factory diagnostic tools.
- Instructional Design: Proven ability to create engaging effective training materials for adult learners with varying levels of technical knowledge.
- Communication & Presentation: Excellent verbal communication and presentation skills with the ability to clearly explain complex technical concepts.
- Problem-Solving: Exceptional analytical and root cause analysis skills with a track record of resolving complex technical issues.
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Kasrawy Group started business in Egypt in the early 70’s and became main dealers for almost all the big Automakers in Egypt. The Group has wide coverage of service centers and showrooms that cover all over Egypt and ensure all our customers enjoy convenient and excellent customer ser ... View more
