Job Description The Technical Helpdesk Team Leader acts as the single technical point of contact in-country for the Regional Aftersales (SSDS) department. The role coordinates the collection, consolidation, and presentation of technical information and incident feedback, ensures country-impacting issues are recognized and addressed by SSDS, and channels manufacturer feedback to the local dealer network. The position also leads and steers the local Swift-Dealers team to drive timely resolution of technical cases, elevate customer satisfaction, and optimize cost and service outcomes. Key activities and responsibilities: Serve as the sole in-country technical interface with the regional SSDS team, ensuring clear, timely, and accurate communication. Coordinate the creation, submission, and presentation of technical reports, incident summaries, and root-cause insights. Monitor, prioritize, and escalate technical incidents that impact the country; ensure SSDS consideration and follow-through. Capture and disseminate manufacturer feedback, countermeasures, and best practices to the local dealer network. Lead and coordinate the Swift-Dealers team to accelerate diagnosis and resolution of complex cases. Support diagnostic activities by advising on tools, electrical schematics, and technical procedures. Track incident trends, propose preventive actions, and contribute to continuous improvement initiatives. Partner with customer care, parts/logistics, and field teams to balance service quality, speed, and cost. Provide technical training/coaching sessions to the network as needed; ensure consistency of technical standards. Maintain structured documentation, dashboards, and status updates for stakeholders. Uphold compliance with safety, regulatory, and brand standards.