A leading automotive company with a strong footprint in Kenya’s vehicle distribution and service industry is seeking to recruit a Technical Engineer – Multibrand to join its After Sales Division. The position focuses on ensuring exceptional product quality, service delivery, and warranty support across its branch network.
This opportunity offers a chance for an experienced automotive professional to contribute to maintaining high-quality standards in line with global manufacturer expectations, specifically for Volkswagen (VW) and Mercedes-Benz vehicles. The successful candidate will play a crucial role in strengthening the technical support function, enhancing aftersales efficiency, and ensuring customer satisfaction through effective coordination between the manufacturer and service branches.
The company’s Aftersales Division is a vital component of its overall success, driving operational excellence through superior service quality and customer care. Within this framework, the Technical Support Department plays a central role in ensuring that product quality, service processes, and warranty management align with manufacturer standards and company objectives.
This position is ideal for a highly analytical and hands-on professional who thrives in a dynamic environment that values precision, continuous improvement, and technical expertise.
Job Purpose
The Technical Engineer – Multibrand is responsible for providing high-quality and timely support on product quality, technical service, and warranty operations across the organization’s branch network. The role ensures adherence to manufacturer standards for both Volkswagen and Mercedes brands while upholding company service excellence.
This role encompasses developing strategies, implementing policies, overseeing warranty processes, and maintaining strong relationships with both internal teams and external manufacturers to guarantee operational efficiency and customer satisfaction.
Main Responsibilities of the Job
The Technical Engineer – Multibrand will undertake both managerial/supervisory and operational responsibilities to ensure consistent, efficient, and high-quality aftersales support across all branches.
Managerial and Supervisory Responsibilities
- Strategy Development:
Formulate and implement a technical support strategy that ensures efficient and effective service provision across all branches, leading to enhanced service quality and customer satisfaction. - Budget Management:
Develop the section’s annual budget, ensuring that adequate resources are allocated for successful execution of departmental strategies and initiatives. - Policy Formulation:
Establish and maintain policies and procedures that guide the provision of technical support in accordance with manufacturer requirements and company (CMK) guidelines. - Work Planning:
Oversee the creation of work plans for the technical support team, ensuring that objectives and targets are clearly defined, achievable, and aligned with overall departmental strategies. - Budget Utilization:
Monitor budget implementation and utilization to ensure efficient resource management and cost-effective service delivery. - Warranty Oversight:
Manage the warranty budget and ensure that warranty processes are executed in accordance with manufacturer policies. - Warranty Claims Process:
Develop and oversee an efficient and transparent warranty claims process that aligns with the manufacturers’ standards for all multibrand operations. - Performance Supervision:
Supervise the Warranty Coordinator to ensure consistent performance, motivation, and adherence to quality standards.
Operational Responsibilities
- Section Operations Coordination:
Direct the daily activities of the Technical Support Section to ensure compliance with both company and manufacturer standards, driving operational efficiency and effectiveness. - Manufacturer Communication:
Coordinate parts testing requests from manufacturers and ensure timely feedback to inform product improvement and market-specific adjustments. - Parts Recovery Management:
Oversee the recovery of parts by the Technical Service section to achieve 100% recovery in line with manufacturer policy. - Reporting and Feedback:
Manage the submission and review of technical reports to ensure accurate, timely, and actionable feedback is provided to manufacturers. - Gap Analysis and Solutions:
Monitor identified performance or quality gaps and coordinate the implementation of corrective measures to enhance customer satisfaction and service efficiency. - Field Technical Reports:
Ensure that all technical staff produce quality and timely Field Technical Reports and that feedback from the manufacturer is promptly communicated to the dealer network. - Workshop Visits:
Conduct workshop inspections and review “Fix It Right” reports to identify areas for improvement in service quality and process efficiency. - Recall Activities:
Lead the implementation of manufacturer recall activities across all branches, ensuring timely execution and providing updates to the manufacturer on progress and challenges. - Special Service Tools:
Coordinate the deployment of manufacturer-recommended special service tools across the branch network to ensure effective technical operations. - Diagnostic Tools Implementation:
Ensure diagnostic tools are adopted and utilized in accordance with manufacturer guidelines, enhancing technical accuracy and efficiency. - Manufacturer Relations:
Maintain strong communication and working relationships with all manufacturers to ensure continuous support and collaboration. - Performance Reporting:
Develop and submit performance reports for the Technical Support Section in line with company reporting standards to inform management decisions. - Warranty Claims Verification:
Review filled claim forms for accuracy and completeness before submission to the manufacturer to ensure successful claim processing. - Claims Submission Coordination:
Oversee the timely submission of filled claim forms to all manufacturers to facilitate prompt reimbursement and financial accuracy.
Knowledge, Skills, and Experience
Minimum Academic and Professional Qualification:
- Degree in Mechanical or Automotive Engineering
- Toyota National Technical Leader Certificate
- Master Diagnosis Technician
Experience:
- Minimum of 8 years relevant experience, including at least 3 years in a management position within an organization of similar size and operational complexity.
Working Relationships
Internal Customers:
- Sales Department
- Logistics/VPD Department
- Service Department Branches
- Parts Department
- Training Department
- Warranty Department
- Body & Paint Section
External Customers:
- Vehicle Manufacturers
- Aftersales Management Systems (AMS)
These relationships are crucial for maintaining operational efficiency, ensuring timely feedback, and supporting continuous improvement across the multibrand service network.
Competencies
The Technical Engineer – Multibrand role requires a combination of technical expertise, strategic thinking, and interpersonal skills to effectively bridge the gap between manufacturers and internal teams.
Technical Competencies:
- Comprehensive product knowledge across multibrand vehicle systems.
- Strong project management capabilities to oversee technical and warranty-related initiatives.
Functional Competencies:
- Excellent report writing and presentation skills to ensure clear and professional communication with internal and external stakeholders.
Behavioral Competencies:
- Business Acumen:
Demonstrates an understanding of business dynamics, industry trends, and competitive strategies that influence aftersales operations and customer satisfaction. - Strategic Agility:
Anticipates future challenges and opportunities; possesses the foresight to plan and execute long-term strategies aligned with business goals. - Perspective:
Maintains a broad outlook on operational challenges and can foresee implications across different departments and market conditions. - Technical Learning:
Quickly grasps new technologies, tools, and manufacturer systems, ensuring that the organization remains at the forefront of technical excellence. - Quality Decision-Making:
Makes sound decisions based on experience, judgment, and analysis, ensuring accuracy and efficiency in problem-solving and resource utilization. - Problem-Solving:
Applies logical, structured approaches to resolve complex technical and operational challenges, probing all relevant areas for effective solutions. - Interpersonal Skills:
Builds and maintains effective relationships across all organizational levels, promoting collaboration, respect, and teamwork. - Organizational Positioning Skills:
Understands both formal and informal organizational structures and uses this knowledge to navigate complex situations effectively. - Energy and Drive:
Demonstrates enthusiasm, persistence, and commitment to achieving set goals despite challenges or setbacks. - Integrity and Trust:
Upholds honesty and transparency in all dealings, maintains confidentiality, and promotes a culture of accountability and ethical conduct.
Application Procedure
Interested candidates who meet the outlined requirements are invited to forward their applications, including a detailed curriculum vitae and a cover letter, by 5th October 2025 to:
Email: [email protected]
Applicants are required to clearly indicate “Technical Engineer – Multibrand” as the subject line of their email.
