Technical Specialist (KTAC)
Mississauga, ON, CA, L5R 4J5
General Summary
The Technical Specialist plays a central role within the Kia Canada Technical Assistance Center (KTAC), part of the Service and After Sales (SAS) group. This position is responsible for supporting Kia dealerships across Canada by responding to complex vehicle diagnostic and repair inquiries via the KTAC case management system and phone.
As a key contributor to Kia’s commitment to industry-leading customer satisfaction, the Technical Specialist collaborates closely with internal SAS teams, including Field Service Specialists, Warranty Management, and District Parts and Service Managers (DPSMs).
This is a full-time, 12-month contract position reporting to the Manager and Supervisor of Technical Support.
Essential Duties and Responsibilities
* Provide technical support to dealers in difficult-to-diagnose or difficult-to-fix repair cases.
• Manage repair cases with dealers for a timely and quality first response. As needed, proper follow up with dealers, and robust documentation of each case until resolution
• Escalate difficult repair cases as Kia Technical Assistance Request (KTAR) as needed, for in-store support from Field Service Specialists to ensure resolution within a reasonable timeline.
• Interface with other departments/areas in Kia Canada (KCA) such as Customer Experience, Field, Parts Supply and others, to promote effective and efficient case resolution.
• Support extended repair case management to expedite problem resolution of difficult concerns.
• Identify and report recurring or emerging quality concerns or upstream communication to Quality Assurance (QA) for Engineering/Plant improvement of Kia vehicles.
• Assist in the development and generation of reports as required by SAS management.
• Assist with implementation of new processes & procedures as identified for continuous improvement.
• Other special assignments and tasks as identified by SAS management.
Skills/Knowledge/Experience/Education Requirement
• Minimum 5 years of automotive experience, ideally in dealership, workshop or other technical setting including OEM level.
• Bilingual Highly Preferred: excellent verbal and written communication skills in both English and French. Comfortable in verbal and email modes
• Strong vehicle diagnostic and repair skills for all vehicle systems and components
• Advanced understanding of vehicle electrical systems, CAN network diagnosis and schematics
• Strong problem-solving skills, with an ability to thrive in challenging technical settings
• Excellent interpersonal skills, ability to deal with difficult situations
• Comfortable working in fast-paced environment
• Highly organized, with keen attention to detail
• College diploma in automotive or equivalent technology preferred
• Valid Level 1, 2 or 3 (Quebec certifications) or 310 S/310 T (or other Province certifications)
Why Kia?
- We operate as a lean and agile team, recognizing the value of each individual's contributions.
- Experience the excitement of a fast-paced and growing organization.
- Gain exposure and a deeper understanding of your function and the business.
- Benefit from employee development and educational offerings.
- Join a workplace that fosters a sense of belonging and family.
- Be a part of the team behind AJAC's Best Car of the Year award.
Perks and Benefits
- Subsidized on-site company catered lunches and a hot beverage program.
- Employer-paid company health benefits, spending allowance, and RRSP matching program.
- Flexible work schedules and summer hours.
- Vehicle programs.
- Employee development programs and tuition reimbursement.
- SMART Casual Dress code.
- Employee lease and car purchase discounts; Friends of Kia discounts.
- On-site gym, ping-pong, basketball, and badminton court.
- Other company-provided perks.
Kia Canada Inc. is an equal opportunity employer who provides an inclusive and accessible environment for everyone. As such, we will accommodate disabilities during the selection process and we will collaborate with you to meet your needs. We thank all candidates for their interest; however, only those selected for an interview will be contacted. No agencies or phone calls please.