Auto req ID: 23612 
Title: Lead Dealer Technical Services 
Job Function: Customer & Dealer Operations 
Location: SAO PAULO  
Additional Location:   
Company: Harley-Davidson Motor Company 
Full or Part-Time: Full Time 

At Harley-Davidson, we are building more than machines. It’s our passion and commitment to continue the evolution of this storied brand and heighten the desirability of the Harley-Davidson experience. To keep building our legend and leading our industry through innovation, evolution, and emotion we need the best and brightest talent. We stand for the timeless pursuit of adventure. Freedom for the soul. Are you ready to join us?

Our International Markets are focused on creating an inclusive and expanding rider community that appeals to new and existing riders. We strive to deliver an H-D experience with an unequivocal customer focus. 

From the UK to Singapore and many places in between, our employees are essential to our success. Our efforts are concentrated on the highest priority markets, primarily North America, Europe and parts of Asia Pacific. We have concentrated our resources in-market for maximum impact in line with our future strategy. Our regional offices and in-market teams have the freedom within a clearly defined framework to make decisions to drive their business. In-market teams are agile and equipped to understand consumer needs, provide focused attention to dealers, and respond more quickly to local market conditions. 

Lead Dealer Technical Services

Job Summary

The Lead Dealer Technical Services is an experienced technical service liaison who provides technical and repair support to dealerships and HDMC within Brazil, Mexico, and Latin America markets. This position serves as an expert to assist with technical problem resolution and questions and facilitates the transfer of support information within the LATAM & Global Technical Service teams. Such duties include but are not limited to difficult-to-diagnose conditions, market rallies and events, technical training, and other service-related advice.

Job Responsibilities

• Providing technical assistance to Harley-Davidson dealers in Brazil, Mexico, and Latin America to resolve "complex" mechanical, electrical/electronic technical, and/or product issues.
• Responding to dealer requests for technical support via the eService technical support system.
• Work with dealer technicians to identify symptoms and root causes to determine appropriate steps required to resolve technical problems.
• Ensure that the required information and documentation are entered into the eService form and that the direction provided to dealers is properly documented.
• Provide internal stakeholders, including the Manaus plant, with information and advice about quality issues identified through field observations and interactions.
• Support internal departments on technical assistance before, during & aftermarket rallies and events where necessary • Support and participate in technical knowledge forums to support the sharing of best practices and the improvement of the capabilities of dealers' service teams' needs.
• Advise dealer network on appropriate tools and systems, including advice on service shop capability improvement as requested (e.g., facility, tools, and operations).
• Provide authorization for controlled parts replacement and Goodwill application review and adjudication.
• Communicate and share experience and findings with Global Technical Service team on emerging issues and other in-market observations in relation to technical service or vehicle functions • Document and submit feedback on internal and external resources as needed. • Provide prompt, accurate information to stakeholders • Support Harley-Davidson University within the market with the development and implementation of technical training for dealers, as well as supporting training strategies based on pre-defined KPI's.
• Any other duties as assigned

Education Requirements

• Grad Diploma

Experience Requirements

• Requires related experience.

• Possess a deep understanding of technical functions of automotive vehicles, particularly motorcycles and trikes.

• Possess hands-on experience working on motorcycles.

• Ability to diagnose technical issues and provide resolution to service technicians remotely.

• Ability to guide dealer technicians on problem identification & resolution in a systematic way.

• Possess a mature deposition with the ability to command respect from dealer technicians.
• Possess a Customer First mindset with the passion and desire to upkeep the brand value of the Motor Company’s line-up of vehicles.
• Experience supporting dealer technicians of various nationalities across multiple geographical locations.
• Good communication skills with the ability to converse with floor technicians and management alike.
• Advanced English communication is required, and a definite plus fluency in Spanish.
• Willing to work across multiple time zones within Latin America.
• Work location: Brazil.

Harley-Davidson is an equal opportunity employer that continues to build a culture of inclusion, belonging and equity through our commitment to attracting and retaining diverse talent from all backgrounds. We believe in fairness and providing a level playing field for all. We foster a culture that thrives on diverse perspectives and contributions to ignite the creativity and innovation to fuel our business and enhance the employee and customer experience.

We offer an inclusive compensation package for all salaried employees including, but not limited to, annual bonus programs, employee discounts on motorcycles and related products, general merchandise, and more. We welcome everybody to join our family and be united no matter who you are or where you come from. Learn more about Harley-Davidson (here).

Direct Reports: No 
Travel Required: 0 - 10% 
Visa Sponsorship: This position is not eligible for visa sponsorship 
Relocation: This position is not eligible for relocation assistance