Background

Toyota Kenya Limited is the authorized distributor and service provider of Toyota, Yamaha, HINO and Suzuki brands in Kenya. Toyota Kenya Ltd was incorporated in 1997 as a subsidiary by Toyota Tsusho Corporation (TTC) the trading arm of Toyota Motor Corporation

Job Purpose

This role is responsible for the accurate diagnosis, service and repair of customer trucks — mainly Mercedes-Benz Trucks and Buses, Hino, Hyundai and Sinotruk units — in line with the ‘fix it right the first time’ standard. The role exists to minimize vehicle downtime for commercial fleet customers, support high customer satisfaction and retention, and attain revenue and throughput targets for the branch.

Main duties and responsibilities of the Role

• Conduct road tests and on-site verification before and after repair to confirm the reported symptoms have been resolved, and the unit is safe to release.
• Carry out repairs as well as scheduled trucks maintenance in line with CFAO Mobility Kenya Limited quality standards and the brand-specific service schedules, for high customer satisfaction and retention rates.
• Carry out systematic fault diagnosis on truck engines, transmissions, driveline, braking, electrical and electronic systems using approved brand diagnostic equipment and software to establish root cause before any parts are replaced.
• Interpret fault codes, live data, wiring diagrams and workshop manuals to confirm the actual failure rather than replacing components on suspicion, so as to control comeback repairs and unnecessary parts consumption.
• Attend to field and roadside breakdowns for customer fleets, carrying out on-site diagnosis and deciding whether the unit can be repaired in the field or must be recovered to the workshop.
• Support less experienced technicians with the diagnosis of complex repairs/service to ensure customers are provided with high-quality service, and to pass on experience and knowledge to the less experienced team.
• Support the reception team with on-site advice to customers on issues of concern to ensure customers are assured of quality service within agreeable timelines.
• Advise customers through service advisors on the reparability of their vehicles, as well as the time required, without compromising on company policy, to ensure minimal complaints from customers.
• Respond to and handle customers’ complaints promptly to avert misunderstandings and the risk of losing customers.
• Prepare timely, clear and precise defect reports in order to upsell and consequently generate more revenue for the branch.
• Prepare accurate technical and warranty failure reports supported by diagnostic printouts and photographs, to support warranty claims to the brand principals and protect the branch against claim rejections.
• Maintain and account for diagnostic equipment, special service tools and calibration status, and report defects promptly.
• Prepare reports in line with the department guidelines to ensure management is informed about performance in a timely manner.

Knowledge, Skills & Experience

Minimum level of academic and professional qualification required to perform effectively in the role

• At least 5 years’ working experience as a technician, of which a minimum of 3 years must be on heavy commercial vehicles or trucks
• Diploma in Automotive or Mechanical Engineering (or a Craft Certificate in Automotive Engineering with demonstrable heavy commercial vehicle experience).
• Certified Technician — Diagnostic Technician level, or equivalent brand certification in Mercedes-Benz, Hino, Hyundai or Sinotruk truck products. Exposure to other CFAO commercial products (Toyota, Suzuki) is an added advantage.
• Valid driving license covering heavy commercial vehicles, to allow road testing of trucks.
• Training in auto-electrical and vehicle electronics is an added advantage.
• Demonstrable hands-on experience with brand diagnostic software and scan tools, and the ability to read and work from wiring diagrams and technical manuals.
• Experience supporting commercial fleet customers, including field or roadside breakdown attendance, is an added advantage.

• Conduct road tests and on-site verification before and after repair to confirm the reported symptoms have been resolved, and the unit is safe to release.
• Carry out repairs as well as scheduled trucks maintenance in line with CFAO Mobility Kenya Limited quality standards and the brand-specific service schedules, for high customer satisfaction and retention rates.
• Carry out systematic fault diagnosis on truck engines, transmissions, driveline, braking, electrical and electronic systems using approved brand diagnostic equipment and software to establish root cause before any parts are replaced.
• Interpret fault codes, live data, wiring diagrams and workshop manuals to confirm the actual failure rather than replacing components on suspicion, so as to control comeback repairs and unnecessary parts consumption.
• Attend to field and roadside breakdowns for customer fleets, carrying out on-site diagnosis and deciding whether the unit can be repaired in the field or must be recovered to the workshop.
• Support less experienced technicians with the diagnosis of complex repairs/service to ensure customers are provided with high-quality service, and to pass on experience and knowledge to the less experienced team.
• Support the reception team with on-site advice to customers on issues of concern to ensure customers are assured of quality service within agreeable timelines.
• Advise customers through service advisors on the reparability of their vehicles, as well as the time required, without compromising on company policy, to ensure minimal complaints from customers.
• Respond to and handle customers’ complaints promptly to avert misunderstandings and the risk of losing customers.
• Prepare timely, clear and precise defect reports in order to upsell and consequently generate more revenue for the branch.
• Prepare accurate technical and warranty failure reports supported by diagnostic printouts and photographs, to support warranty claims to the brand principals and protect the branch against claim rejections.
• Maintain and account for diagnostic equipment, special service tools and calibration status, and report defects promptly.
• Prepare reports in line with the department guidelines to ensure management is informed about performance in a timely manner.

• Demonstrable hands-on experience with brand diagnostic software and scan tools
• Ability to read and work from wiring diagrams and technical manuals
• Experience supporting commercial fleet customers, including field or roadside breakdown attendance
• Training in auto-electrical and vehicle electronics

• Diploma in Automotive or Mechanical Engineering (or a Craft Certificate in Automotive Engineering with demonstrable heavy commercial vehicle experience)
• Certified Technician — Diagnostic Technician level, or equivalent brand certification in Mercedes-Benz, Hino, Hyundai or Sinotruk truck products
• Valid driving license covering heavy commercial vehicles