Senior Specialist Technical Support

vor 1 Woche

LeinfeldenEchterdingen, Deutschland smart Automobile Vollzeit

We are the brand for forward-thinkers. We celebrate challenging conventions and shaping the future of electric mobility. We focus on the essentials to bring perfection to customers. We make urban life more enjoyable and entertain our customers with new impulses.

Ever since smart exists, we rewrite the automotive industry’s rulebook. In the 1990s, we undermined the predominant philosophy of ‘bigger is better’ and designed a revolutionary car. Since 2020 we are the first car enterprise that switched to 100% electric We aim to transform into a leading player in urban premium, electric & connected mobility provider.

Are you a forward thinker too? **Then join us now**

**Your responsibilities**:
The Senior Specialist Technical Support will provide second-level technical support for all technical and diagnostic issues with smart vehicles escalated by Retail Engagement Center via the ticketing system.
- You will prepare knowledge articles for retailers, and report on recurring topics and escalating tickets, while also being responsible for researching technical topics directly on the vehicle and providing on-site support to technicians.
- You will be responsible for both day-to-day support via the ticketing system, within given KPIs by using the smart Ticketing System, and identifying hot topics with accompanying documentation in knowledge articles and regular reporting.
- You are the main point of contact for all technical issues related to smart vehicles and align with stakeholders on technical issues.
- You ensure correct information and follow-up on the quality of first-level support.
- You act as a Flying Doctor, visiting retailers to diagnose/repair vehicles directly on-site and assist with additional tasks related to this role.
- You finish and implement technical support processes and related improvement proposals as well as the assumption of ad-hoc tasks to complete the task.

**What you bring along**
- You are passionate about deep technical automotive understanding and you bring a strong commitment and positive work ethic in order to deliver results within tight deadlines.
- You have at least 5 years of technical Automotive Experience, preferably also in electrical vehicles.
- You have very good diagnosis skills and a good understanding of customer view and workshop processes.
- You are a self-organization champion, have a hands-on management attitude with proven analytical and problem-solving skills as well as a self-driven and out-of-the-box working way.
- You are sensitivie to cultural differences and well-honed human skills; you are a natural team player and have a can-do approach when tackling tasks.
- You have a university degree in (automotive) Engineering or a comparable qualification.
- You are happy to travel internationally, occasionally.
- You have excellent written and oral communication skills in English ideally also fluent in another European language.

We're building a workplace where amazing people like you can do their best work. Together with us, you enjoy the agile working atmosphere with cross-European responsibilities.

We're creating a culture where personal and professional growth are as important as business growth. Together with us, you'll build a diverse and inclusive environment where you feel you belong to.

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