Technical Product Consultant

7 days ago

North Altona, Victoria, Australia Toyota Full time
Job Description

We are seeking a skilled Technical Product Consultant to join our Quality and Service division in a max term role until 10th November 2025.

The Quality and Service Division handles the planning, coordination, and implementation of customer-focused activities, including customer support, establishing service operations, training, field product performance and support, warranty management, quality planning, and engineering.

The Technical Product Consultant is primarily responsible for ensuring the Customer Assistance Centre (CAC) operations are in line with the commitments of the Australian Competition & Consumer Commission (ACCC) and adhere to best practices for handling complaints.

Key Responsibilities:

  • Evaluating and documenting the quality of all Vehicle Assessments, focusing on technical expertise and comprehension.
  • Offering individual feedback to teammates regarding Vehicle Assessment quality.
  • Keeping the Vehicle Assessment Quality Review Register up to date.
  • Presenting quality metrics and trends at Senior Case Team (SCT) Bi-Weekly meetings.
  • Assisting with Vehicle Logistics tasks.
  • Helping with dealer inquiries related to Special Service Campaign or buy back claim submissions.

Requirements:

  • Minimum Automotive trade qualification or equivalent experience in the field.
  • Preference for experience with Toyota products.
  • Proven track record in effectively communicating with stakeholders and negotiating outcomes, including reporting and presenting to senior management.
  • Deep understanding of the automotive industry and dealership experience preferred.
  • Proficiency in MS Office Suite including Excel (vlook up and pivot tables), SAP, Salesforce and PowerBI experience.

What You'll Contribute:

A fantastic opportunity has arisen for a skilled Technical Product Consultant to join our Quality and Service division in a max term role until 10th November 2025.

The Quality and Service Division handles the planning, coordination, and implementation of customer-focused activities, including customer support, establishing service operations, training, field product performance and support, warranty management, quality planning, and engineering.

The Technical Product Consultant is primarily responsible for ensuring the Customer Assistance Centre (CAC) operations are in line with the commitments of the Australian Competition & Consumer Commission (ACCC) and adhere to best practices for handling complaints.

Key Responsibilities:

  • Evaluating and documenting the quality of all Vehicle Assessments, focusing on technical expertise and comprehension.
  • Offering individual feedback to teammates regarding Vehicle Assessment quality.
  • Keeping the Vehicle Assessment Quality Review Register up to date.
  • Presenting quality metrics and trends at Senior Case Team (SCT) Bi-Weekly meetings.
  • Assisting with Vehicle Logistics tasks.
  • Helping with dealer inquiries related to Special Service Campaign or buy back claim submissions.

Requirements:

  • Minimum Automotive trade qualification or equivalent experience in the field.
  • Preference for experience with Toyota products.
  • Proven track record in effectively communicating with stakeholders and negotiating outcomes, including reporting and presenting to senior management.
  • Deep understanding of the automotive industry and dealership experience preferred.
  • Proficiency in MS Office Suite including Excel (vlook up and pivot tables), SAP, Salesforce and PowerBI experience.

How You'll Make an Impact:

  • Vehicle Assessment Review Management: Conduct technical reviews within 5 business days ensuring documentation quality aligns with the key metrics specified in View Assessment Review Register. Assist teammates in creating vehicle assessments. Oversee technical communication with all stakeholders including the Technical Helpdesk, Regions, Passenger and Commercial teams. Report quality issues and potential improvement opportunities to teammates.
  • Vehicle Repair Evaluation Management: Coordinate with Passenger and Commercial Teams, Regions and dealers to confirm successful repairs of buyback vehicles and secure Technical Service Operations (TSO) management approval of disposal. Draft disclosure notices for buyback vehicles, forwarding these to Pickles and arranging transport bookings for vehicle disposal. Track and update vehicle milestones on Salesforce.
  • Building strong relationships with relevant stakeholders: Collaborate with Dealers, customers, and third parties to promptly resolve issues while ensuring satisfaction for all parties involved. Work closely with Dealers and internal stakeholders to identify and address problems early, aiming for a mutually agreeable customer solution. Foster strong relationships through ongoing communication, keeping both customers and key stakeholders informed about case status and expectations. Actively engage with all relevant stakeholders, including Dealer management and various Toyota departments, to enhance customer outcomes and experiences. Participate in stakeholder relationship-building initiatives led by the Customer Integration Manager and manage any necessary remedial actions for delayed cases, using negotiation and problem-solving skills to advocate for the customer.
  • Comply with Complaint handling standards and regulatory bodies: Comply with relevant legislation and statutory requirements to ensure and minimise Toyota's risk and liability.

Your Attributes:

  • Minimum Automotive trade qualification or equivalent experience in the field.
  • Preference for experience with Toyota products.
  • Proven track record in effectively communicating with stakeholders and negotiating outcomes, including reporting and presenting to senior management.
  • Deep understanding of the automotive industry and dealership experience preferred.
  • Proficiency in MS Office Suite including Excel (vlook up and pivot tables), SAP, Salesforce and PowerBI experience.

Why Toyota:

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We are happy to adjust the recruitment process for your accessibility requirements, so please let us know during the recruitment process if there are any reasonable adjustments you may need during the interview process and your preferred type of communication, and we will be in touch to discuss your requirements.

Toyota is an endorsed employer for all women; check out our benefits directly at WORK180.

We don't require a cover letter or selection criteria to be addressed.

Come with us and help create the future.

Primary Location

Altona North - 494 Grieve Parade

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