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GWM CAPE TOWN

Field Service Engineer

Permanent North American Gaeltacht, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 6, 2026
Experience: Qualified Tech (Red Seal) + >5 years’ experience
Posting language: English
Posted: Oct 7, 2026

Original job description

Job Purpose

Responsible for providing national technical support to dealerships, ensuring vehicle downtime is minimised and Vehicle Off Road (VOR) cases are resolved efficiently. The role focuses on driving technical competence across the dealer network by ensuring technicians have the knowledge, tools, and support required to diagnose and repair vehicles effectively.

Key Responsibilities

Technical Support and Case Management

Receive, investigate, and assist with incoming technical phone calls from dealerships.
Manage and respond to technical email enquiries within agreed upon response times.
Provide remote diagnostic and technical support to dealerships using AnyDesk and other support platforms.
Receive, monitor, manage and close Technical Assistance Requests (TARs) in a timely manner.
Load, monitor and manage technical cases on IDMS to ensure effective resolution.
Liaise with Chinese technical teams and other international counterparts regarding complex technical concerns when required.
Support Customer Care with technical queries, escalations and social media-related vehicle concerns.

Systems and Process Management

Operate and manage GDMC systems for Technical Assistance Requests (TARs).
Utilise the Electronic Parts Catalogue (EPC) for accurate parts identification and support.
Support parts operations through GDMC systems and processes.
Access and distribute technical bulletins, workshop manuals, and related documentation through GDMC.
Manage security code requests through the Pin Code System.
Process pin code and parts enquiries through IDMS.

Dealer Network Support and Development

Maintain strong working relationships with the dealer network nationally and across border regions.
Conduct regular dealer visits, inspections and operational reviews to assess technical capability and aftersales performance.
Provide coaching, guidance and technical support to improve dealership workshop operations.
Ensure dealerships are equipped with the knowledge, tools and processes required to repair vehicles effectively.
Support dealers in achieving First Time Right (FTR) repairs through accurate diagnosis and effective troubleshooting.
Drive technical competency development within dealer workshops.

Workshop Performance and Operational Excellence

Implement and monitor action plans to ensure Vehicle Off Road (VOR) cases are resolved within four days where possible.
Drive workshop service quality improvements.
Identify recurring technical issues and recommend corrective actions to improve repair effectiveness and customer satisfaction.
Ensure dealership operations align with manufacturer standards and aftersales objectives.
Any other ad hoc tasks or projects required from time to time.

Leadership and Governance

Attend and contribute to regular management meetings.
Ensure a professional corporate image is maintained and communicated across all stakeholder interactions.
Demonstrate leadership through proactive decision-making, sound judgement, and achievement of business objectives.
Adapt effectively to changing business requirements and take accountability beyond standard job responsibilities when required.
Conduct warranty audits and snap audits to ensure compliance with warranty and operational standards.

Requirements

Qualified Tech (Red Seal) + >5 years’ experience
Six years’ experience in the automotive industry at Dealership or OEM level
Three years’ experience in field managing OEM dealer relationships (advantageous)
Exposure to senior dealership management in the network. Able to engage with DPs and Franchise Executives
Technical knowledge of product: petrol, diesel, HEV, PHEV and EV.
Technical knowledge of all core workshop competencies, mechanical, electrical, trim, body etc.
People management skills, ability to talk to customers
Teamwork
Facilitation and chairing of meetings, capturing and issue of meeting minutes
Understanding of lubrications
Diagnostic skills
Excellent communication, negotiation, and stakeholder management skills
High levels of self-management, resilience and adaptability in a dynamic, performance-driven environment
Proficient in MS Office, particularly Excel and PowerPoint
Willingness to travel extensively within the region, including inter-provincial and cross-border travel, and to work extended hours when required

CVs to be emailed to careers@gwm.co.za

Closing date: 12 October 2026

Apply About employer

More about this job

Responsibilities

Provide national technical support to dealerships, manage technical cases and diagnostic assistance, and help resolve vehicle-off-road cases efficiently. Develop dealer workshop capability, improve first-time-right repairs and service quality, and conduct operational reviews and warranty audits.

Requirements

Requires a qualified automotive technician (Red Seal) and more than five years of experience, with six years in the automotive industry at dealership or OEM level. Candidates should have broad knowledge of petrol, diesel, hybrid, plug-in hybrid, and electric vehicles, strong diagnostic and stakeholder skills, and be willing to travel extensively.

Skills

Automotive Diagnostics
Technical Support
Vehicle Repair
Troubleshooting
Warranty Auditing
Workshop Operations
Customer Support
People Management
Communication
Negotiation
Stakeholder Management
Meeting Facilitation
Microsoft Excel
Microsoft PowerPoint
Adaptability

Visa sponsorship

Not detected in the job text

Keywords

Red Seal
Automotive Industry
OEM
Dealerships
Technical Support
Vehicle Diagnostics
Vehicle Off Road (VOR)
Technical Assistance Requests (TARs)
AnyDesk
IDMS
GDMC
Pin Code System
Warranty Audits
Snap Audits
First Time Right (FTR)
Petrol Vehicles
Diesel Vehicles
Hybrid Electric Vehicles (HEV)
Plug-In Hybrid Electric Vehicles (PHEV)
Electric Vehicles (EV)
Workshop Operations
After-Sales Performance
Microsoft Excel
Microsoft PowerPoint
Dealer Network
Customer Care
Technical Bulletins
Workshop Manuals
Parts Identification

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