Technical Helpdesk - Master Technician

Welcome to Mazda Australia, where innovation and passion converge to redefine the automotive experience. As a key player in the Mazda Motor Corporation, we're committed to crafting vehicles that embody style, performance, and cutting-edge technology. Join our team and be part of a legacy that drives excellence on the roads and in the hearts of driving enthusiasts. 

About the role: 

We are looking for an experienced Master Technician to support our dealer network with complex troubleshooting, technical enquiries and repair advice. Dealers will turn to you when they require assistance where you will play a vital role in ensuring customers have the ultimate customer experience.  

Reporting into the Supervisor - Dealer Support Technical, you’ll work closely with dealers to give clear technical advice and help troubleshoot reported symptoms.  You’ll also support with root cause investigations into vehicle symptoms as required to understand what’s really going on. 

This role requires a full-time on-site presence, five days a week, to foster collaboration, strengthen team connections and ensure seamless support across the business. 

Key Responsibilities: 

• Give Dealers clear technical advice assisting them diagnose and repair vehicles effectively 

• Respond to Dealer enquiries providing technical guidance as needed 

• Support root cause analysis of vehicle symptoms with the aim to identify a failure mode and/or failure mechanism where appropriate. 

• Assist with resolving escalated customer cases with Customer Support teams 

• Support technical input for regional teams, training, and PR/Marketing when needed 

• Help track and report on emerging trends identified from a continuous improvement perspective 

About You: 

You are an experienced Automotive Technician who is skilled with both people and tools.  You bring a strong track record with diagnosis, interpreting diagnostic data, providing repair recommendations and communicating confidently to people at all levels of the business. 

• Master Technician qualification (Mazda or another brand equivalent) 

• Automotive technician trade qualifications with minimum 6 years post apprenticeship experience 

• Experience in resolving complex technical concerns, including the ability to analyse and interpret vehicle diagnostic data  

• Strong communication, negotiation and customer service skills 

• Intermediate computer skills, including the Microsoft Office suite  

Mazda Australia Benefits:  

• New car discounts and participation in our discounted lease car program  

• 17.5% annual leave loading 

• Paid parental leave 

• Access to weekend loan cars, uniform allowance, onsite subsidised café and additional perks 

• Ongoing learning and development opportunities  

• Wellness programs throughout the year (skin checks, flu vaccinations, EAP, discounts) 

Application and Selection Process: 

Mazda Australia values attitudes and behaviours that align with our organisational culture. Successful applicants will be required to complete an online psychometric assessment and will be subject to police, qualification and reference checks.