Technical Support

Kasrawy Group is a leading company in the automotive industry, providing high-quality services to clients in Libya "Benghazi & Tripoli.

With over 40 years of experience, we have established ourselves as a trusted partner for businesses looking for efficient and reliable solutions for their warehousing and distribution needs.

Summary

The Automotive Technical Support & Training Supervisor is responsible for leading, managing, and developing the technical support team while designing and delivering high-quality training programs for service technicians and support staff. This role ensures the timely and accurate resolution of complex vehicle technical issues and maintains a high standard of expertise across the service department.

Key Responsibilities
Technical Support & Team Leadership

• Supervision: Manage the daily operations of the technical support team, including scheduling, workload distribution, and performance management.
• Escalation Management: Serve as the final point of escalation for complex, unresolved technical issues reported by dealership service centers or internal support staff.
• Documentation: Oversee the creation and maintenance of technical documentation, service bulletins, and knowledge base articles to ensure accurate information is readily available.
• Quality Assurance: Monitor support cases and technician performance to ensure adherence to company standards, safety regulations, and warranty claim procedures.

Training & Development

• Curriculum Design: Design, develop, and update comprehensive technical training curricula, focusing on new vehicle models, complex diagnostic procedures, and emerging automotive technologies (e.g., EV/hybrid systems, ADAS).
• Training Delivery: Conduct technical training sessions (both classroom and hands-on practical workshops) for dealership technicians, service advisors, and internal technical support teams.
• Competency Assessment: Establish standardized testing and certification procedures to evaluate technician proficiency levels and identify ongoing skill gaps across the dealer network.
• Mentorship: Provide one-on-one coaching and mentorship to junior technical support specialists and high-potential service technicians.

Process Improvement & Reporting

• Root Cause Analysis: Perform in-depth analysis of recurring technical failures and high-frequency issues to identify root causes and recommend design or manufacturing improvements to the engineering teams.
• Reporting: Track and report on key performance indicators (KPIs) for the support function, including resolution time, first-call resolution rate, and training effectiveness metrics.
• Tooling & Equipment: Evaluate and recommend specialized service tools and diagnostic equipment required by the dealer network to service current and future vehicle platforms.

Qualifications
Required Education & Experience

• Associate's or bachelor's degree in automotive technology, mechanical engineering, or a related technical field.
• 2 years of experience as an Automotive Technician or Technical Specialist.
• 2 years of experience in a supervisory or technical training role, preferably within a dealership or OEM environment.
• Certifications (e.g., ASE Master, OEM-specific training certifications) are highly preferred.

Required Skills & Competencies

• Expert Technical Knowledge: Deep and current expertise in modern vehicle systems, including electrical diagnostics, powertrain control, network communication (CAN bus), and safety systems.
• Diagnostic Proficiency: Advanced ability to read and interpret wiring diagrams, service manuals, and diagnostic trouble codes (DTCs) using factory diagnostic tools.
• Instructional Design: Proven ability to create engaging, effective training materials for adult learners with varying levels of technical knowledge.
• Communication & Presentation: Excellent verbal communication and presentation skills, with the ability to clearly explain complex technical concepts.
• Problem-Solving: Exceptional analytical and root cause analysis skills, with a track record of resolving complex technical issues.

---