Associate Remote Technical Specialist

vor 2 Monaten


Berlin, Deutschland Tesla Vollzeit

What to Expect
- As a Remote Diagnostic Specialist, you will form part of the EMEA Technical Operations team and play an integral role in remotely diagnosing vehicles at the most technical level. You will utilize and build on your already existing technical troubleshooting abilities as well as interfacing with both technical and non-technical departments, including dealing with issues arising from customers directly.

Our Remote Diagnostic Specialists often have a background in automotive vehicle systems, vehicle repair processes and technologies together with a high level of customer awareness and communication skills.

To succeed at Tesla, you must be energetic, highly organized, and smart working. You should have a passion for the brand and the ability to build on your technical skill set and thrive in a team environment whilst delivering an exceptional experience to Tesla customers every day.

What You’ll Do
- Prevent tows by providing live technical support to Tesla vehicle owners who report Vehicle-Off-the-Road symptoms
- Resolve any software issues over the air by providing accurate technical support to Tesla vehicle owners who report bugs to Advanced Vehicle Support teams
- Divert vehicles from service centers by conducting over the air fixes on the behalf of the Virtual Service team who are remotely troubleshooting Tesla vehicles
- Review system logs, car logs and alert data using the appropriate diagnostic tools
- Document detailed diagnostics in Tesla’s case management tool, providing accurate fix steps and referring to the appropriate articles in the knowledge database
- Streamline and continuously improve processes by being an active contributor to a bi-directional feedback loop with Virtual and Advanced Vehicle Support teams
- Collaborate on root cause analysis investigations with the Product Support Engineering team to improve our product over time
- You may, at times, be required to carry out additional tasks as required by the business

What You’ll Bring
- Possess an understanding of Tesla systems and subsytems and theory of operation of current Tesla models
- Have experience in remotely diagnosing hardware and software systems
- Demonstrable experience of using automotive or enterprise level software troubleshooting
- Proven experience of working with DAS and Infotainment systems
- An understanding of Linux file system and Bash terminal are very beneficial
- Excellent communication and interpersonal skills in English are essential with an ability to translate technical concerns to non-technical teams. German skills would be a plus
- You are expected to have a strong motivation to develop your skills, knowledge and demonstrate a performance mindset
- Ability to collaborate and succeed in a dynamic team environment, contributing positively to the collective environment and team spirit
- A passion for Tesla, serving as an advocate and brand ambassador to our customers



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