Technical Product Consultant

Oh what a feeling

We are so much more than just the sum of our parts. Our strength comes from working together, sharing ideas to always find new ways to progress. Together, we are Toyota.

At Toyota we celebrate individual differences, and we strive to create a workplace that not only gives equal opportunities to people of all backgrounds and abilities but supports them to reach their full potential. Afterall, our people are our greatest assets. We do this through employee community engagement, mentorship, development and recognition programs and our annual Women’s Conference.

Together, we are Toyota.

Toyota Motor Corporation Australia is well-recognised for offering:
- Fully maintained motor vehicle excluding fuel and including insurance- 14% superannuation with subsidised income protection, life and total disability insurance- Annual contribution to your private health insurance worth over $1800- Significant family vehicle lease and purchase discounts- Flexible hours and workspaces, with a hybrid of working from home and in the office.- 10 days paid domestic and family violence leave.- Genuine career development: promotions, rotations, study assistance, paid study leave and paid professional membership.- Paid volunteer days to support your community and matched giving program.- 16 weeks paid primary carers leave, 4 weeks paid parental leave for secondary carers and superannuation paid on unpaid parental leave.

What you’ll contribute to

A fantastic opportunity has arisen for a skilled Technical Product Consultant, to join our Quality and Service division in a max term role for 12 months.

The Quality and Service Division handles the planning, coordination, and implementation of customer-focused activities. This includes customer support, establishing service operations, training, field product performance and support, warranty management, quality planning, and engineering. The goal is to enhance customer satisfaction, foster long-term relationships, expand the market, support profitability goals, and strengthen the Toyota brand through optimized experiences, services, and products.

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 including:
- 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.

This role is based at Altona North office with some flexibility on offer. The role is required to be in the office at least 3 days a week.

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- M