What you'll contribute to

As Repair Authorisation SME, you will play a critical role in the success within the Customer Operations Department - Fleet Operations. You will provide a high level of technical support, guidance and dedicated coaching to team members. This role is also designed to support the Fleet Expert, People Performance Manager, Manager - Fleet Operations, internal and external customers.

The Repair Authorisation SME will support the development of technical knowledge/competencies for team members by providing personalised coaching to address individual knowledge gaps and increase decision making capabilities. The SME is responsible for the delivery of a large portion of the People Leader Fundamentals and competency score of the department.

Your responsibilities include, but not limited to:

• Supporting the performance levels of team members across quality, knowledge & competency, phone behaviours and operational reporting accuracy.
  
• Support both the Registrations and Infringements and/or Repairs and Authorisations teams.
  
• Provide input into daily and monthly feedback to team members in relation to achievement of KPI's.
  
• Work collaboratively with the People Performance Manager, equivalent SME and Experts to identify coaching and upskill opportunities for team members.
  
• Use performance indicators to see how well the team is doing and make changes if needed and give feedback.
  
• Lead a culture of Kaizen, collaboration, and innovation within the business, and as necessary, work with other business units to drive improved customer outcomes.
  
• Implement new processes, programs and activities that align to best practice approaches.
  
• Complete and upload Management report on time each month for the managers and PPMs review where required.
  
• Support work volumes when required to ensure they are completed within agreed Service Levels.
  

Your attributes

• Minimum 5 years' accumulative experience and exposure within Repairs & Authorisations.
  
• Must be a trade qualified mechanic.
  
• Ability to coach and develop staff in a fast-paced transactional environment.
  
• Ability to critically analyse and change process and procedure as required utilising the Toyota Way Methodology.