The Vehicle Maintenance & Rescue Technician plays a key role in delivering exceptional customer service in e-moto repair. The role is responsible for diagnosing, repairing, and maintaining motorcycles both at HQ and on the road through rescue requests. This role requires strong mechanical and electrical expertise, excellent communication skills, a proactive team approach, and the ability to ride motorcycles safely.
Key Responsibilities
Product Repairs and Diagnosis: Troubleshoot and repair mechanical and electrical issues on-site and at HQ, ensuring vehicles are restored to optimal performance.
Process Compliance: Support the Aftercare Supervisor in implementing and adhering to Standard Operating Procedures (SOPs) on-site.
Customer Support (Technical Input): Provide timely and accurate technical feedback on customer complaints related to workmanship or product safety; ensure all issues are resolved within agreed KPIs.
Process Improvement: Participate in service trials and quality improvement initiatives; share ideas and insights to enhance product reliability and operational efficiency.
Team Collaboration: Work closely with technicians, coordinators, and customer teams to ensure smooth communication and efficient service delivery during vehicle rescues and repairs.
Administrative Support: Prepare and submit periodic job cards, service reports, and other documentation accurately and on time.
Workshop Management: Maintain a clean, safe, and organized work environment, including proper care and management of tools and equipment.
Quality Assurance: Deliver exceptional customer service in E-Moto repair; take full accountability for the speed, accuracy, and quality of work performed.
Customer Prioritization: Ensure customers' vehicles are repaired promptly to keep them operational and supporting their livelihoods.
Root Cause Diagnosis: Identify and manage underlying issues affecting vehicle performance, providing long-term solutions rather than temporary fixes.
Team Approach: Collaborate with the Aftercare Team Lead to provide clear, honest, and professional updates to customers regarding repair status.
Operational Support: Support vehicle assembly at HQ and assist in the fabrication or modification of tools, vehicle parts, or equipment as needed.
Requirements and Skills
Diploma in Mechanical Engineering, Automotive Engineering, or a related technical field.
Minimum of two (2) years of experience in vehicle maintenance, assembly, or quality inspection in automotive sectors.
Minimum two (2) years experience riding motorcycles and a valid Class A license.
Sound technical knowledge of motorcycles, EV systems, and repair processes is an added advantage.
Experience resolving escalated customer or technical issues with professionalism and empathy.
Strong communication (verbal and written skills) and interpersonal skills to engage effectively with customers and technical teams.
Organized with demonstrated ability to work within a team and solve problems.
Self-driven and proactive, with a positive attitude and commitment to customer satisfaction.
Interested and qualified candidates should apply through the company's official application portal on Breezy HR by following this link: https://ampersand-rwanda-ltd.breezy.hr/.
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