Automotive Technical Specialist
vor 3 Wochen
- Provide technical support to dealer’s requests.- Give complete, clear and full explanations supported by technical documentation when available.- Coach dealers on repair processes.- Identify critical repairs and visit dealers to support them during the diagnosis and repair phase, subsequently providing immediate and efficient visit report to all the people involved.- Plan and follow up the monthly agenda as agreed with the overall Service Team.- Escalate every major issue to the Technical Support team coordinator with all the detailed information to manage the case with HQ.- Manage a list of critical dealers/Importers with the aim of improving the overall capability and customer service levels.- Map network processes from acceptance to delivery, focus on diagnosis and repair capability.- Identify the areas to be changed and improved together with the associated recovery actions and timing, including coaching and training if needed.- Involve Dealer Senior Management in order to achieve the required results.- Carryout follow-up reviews in order to manage progress to a satisfactory conclusion.- Address every action to improve customer satisfaction.- Escalate any major non-compliances to Service Manager and Field Manager and recommend corrective actions.- Support all the After Sales Department on technical related topics to ensure customers' satisfaction.- Cooperate with all the After Sales teams, including Warranty and Customer care to speed up case closure.
**Qualifications**:
- Degree in engineering (automotive related).
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*** Knowledge of how to repair electric cars.
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*** 5+ years within the automotive industry.
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*** Being able to work under pressure and deliver results to agreed timelines.
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*** Stakeholders’ management and building relationships at all levels.
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*** Customer and Problem-Solving Oriented.
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*** High level of technical competences.
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*** High level of behavioral competencies such as well organized, reliable and motivated, autonomous and proactive.
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*** Collaborative approach.
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*** Strong influencing and communication skills.
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*** Knowledge of Microsoft Office package.
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*** Language Skill: Business fluent in English, German, Italian and/or Chinese is a plus.
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