The Technical Support Representative plays a pivotal role in ensuring the smooth operation of technical services within the Business. The role supports both customer-facing and back-end operations by offering technical assistance, driving operational efficiency, managing assets and tools, supporting ERP data updates, and coordinating with internal and external stakeholders to ensure excellence in service delivery and product performance.

Responsibilities

• Operational & Strategic Support
• Collaborate with the Retail & Technical Manager and Assistant Retail Manager to manage daily operations and address ad hoc technical tasks. 
• Support the formulation and execution of strategies to improve efficiency and productivity.
• Technical Service & Customer Support
• Serve as the primary technical contact for customers and retail teams. 
• Advise on tyre care, vehicle modifications, and general maintenance practices. 
• Conduct customer site visits for tyre assessments and report findings. 
• Maintain and calibrate workshop equipment (e.g., wheel balancers, aligners, lifts). 
• Assist with RFQs and cost analyses.
• Claims & Warranty Process
• Process tyre and battery warranty claims. 
• Administer the Tyresurance program, including claim approvals and documentation submission.
• Product & Supplier Coordination
• Liaise with suppliers for product updates and training coordination. 
• Manage consumables with the Assistant Retail Manager. 
• Support pricing list development.
• ERP & Website Support
• Create and upload ERP stock sheets for new items. 
• Upload images/spec sheets to ERP and website. 
• Prepare purchase/sales price uploads. 
• Generate BOMs for Vehicle Service Program and integrate into database.
• Asset & Maintenance Management
• Oversee maintenance of tools, equipment, and assets. 
• Maintain accurate maintenance logs and plan preventive maintenance. 
• Conduct tool audits and alignment reports. 
• Coordinate with external service providers.
•  Reporting & Coordination
• Generate sales and performance reports. 
• Facilitate cross-functional coordination across departments.

 KEY PERFORMANCE INDICATORS

• Inventory & Tools Audit Completion – Quarterly audits completed and reports submitted on time.
• ERP Data Upload Accuracy – 100% accuracy in ERP uploads for new items and pricing.
• Technical Issue Resolution Turnaround Time – 90% of issues resolved within 24 hours.
• Tyresurance Claims Accuracy – 100% of claims submitted with full documentation.

Qualifications

Academic / Professional Background:

• Degree in Automotive Engineering, Mechanical Engineering, or related technical field.

Work Experience:

• Minimum 2 years of experience in technical service, preferably in retail or automotive environments.

How to Apply

To apply share your CV to recruitments@silverstone.co.ke