Techline Specialist

Legal Entity : American Honda Motor Co., Inc.

Business Unit : Power Sports

Division : Aftersales Experience

Work Location : Honda (Alpharetta - Marconi)

Shift : 1st

Workstyle : Onsite

Career Level : 3

Job Grade : Exempt-1

Job Purpose

Techline agents function as a technical resource for internal and external customers. The group is responsible for possessing advanced level knowledge of Honda Marine, Engine, and Power Equipment products. Agents must develop an in-depth understanding of product functionality, diagnostic techniques, and repair procedures to provide high quality dealer support that focuses on customer satisfaction.

Techline Agents gather and analyze information (customer contention, product symptoms, environmental conditions, geo / location, technician skill / aptitude, etc.) from dealer technicians and provide repair recommendations based on these conditions.

Key Accountabilities

• Provide expert technical support to dealers to assist in the diagnosis and repair of Honda Marine, Engine, and Power Equipment product beyond routine repairs.
• Minimize unnecessary repairs and direct technicians toward appropriate repair methods / procedures to prevent excessive warranty expense and diminished customer satisfaction.
• Provide direction when published resources are ineffective or repair procedures are non-existent. Formulate ad hoc troubleshooting processes to determine root cause and remedy problems.
• Assess technician skill / aptitude and determine proper repair direction that may include creating ad hoc troubleshooting, a dealer visit by field service, or calling product into the office for repair.
• Exercise discretion and judgement when evaluating repair options. Decide if warranty coverage is applicable to a repair or whether goodwill support should be proposed to the customer.
• Function as a technical resource for internal and external customers. Possess advanced level knowledge of Honda (Marine, Engine, and Power Equipment) products, diagnostic techniques, and repair procedures.
• Assess urgency and risk of all technical data gathered to provide real time feedback to all S and E business functions that support market quality improvement initiatives and speed to countermeasure activities.
• Collaborate with engineering group to manage technical information flow between Service Engineering and dealers on emerging market issues.
• Mentor Techline new hires, Field Technical Specialists, and internal shop techs on how to determine proper repairs using accepted practices to improve efficiency and minimize unnecessary repairs.
• Identify and address gaps in knowledge through focused training
• Validate service repair information. Provide ongoing feedback / corrections on published troubleshooting and repair information to ensure accuracy and practical application.
• Provide scramble support for warehouse projects related to product recalls and quality issues. Support activity ranges from performing repairs up to managing the warehouse team to achieve the project goals.

Qualifications, Experience, and Skills

Minimum Educational Qualifications :

Minimum Experience :

Decisions Expected

Working Conditions

What differentiates Honda and make us an employer of choice?

Total Rewards :

Career Growth :

Additional Offerings :

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.

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