After Sales Technical Support Specialist

Job description

The Technical Support Specialist is responsible for supporting Porsche Centers, acting remotely (using system), at field (critical cases), and reporting to Porsche AG the cases with hard/complex diagnose resolution.

As part of the Technical Support Specialist's responsibilities, maintain and provide support for aftersales system information, manage special equipment and tools, and perform high-voltage battery repairs.

Main responsibilities

Tasks

• Act as first-level Technical Support for the entire Porsche dealer network in Brazil, including High Voltage Expert support for BEV and PHEV vehicles;
• Investigate, monitor and report to headquarter cases that are difficult to resolve or that may support the quality department;
• Support for classic vehicles, service to the dealership network, special tools, technical support in opening new Porsche Classic Partners;
• Provide field technical support in the market in critical cases as flying doctor;
• Manage the KPIs of the technical support area, quantitative and qualitative, and develop continuous improvement plans for the technical support area;
• Monitor and communicate quality cases in the market to headquarter;
• Ensure initial quality control of new models;
• Implement and monitor compliance with repair standards;
• Ensure the transfer of the Body & Paint repair method to dealerships and authorized workshops;
• Provide technical support for and ensure the distribution of the diagnostic tester device and technical information systems throughout the network;
• Support the finance department in collecting diagnosis license fees;
• Manage roll-out of new tester generations, incl. ordering process, infrastructure readiness and buyback-process or previous tester;
• Publish Technical Information and Communication on the Porsche Brasil Portal;
• Support recall campaigns at dealerships and port campaigns;
• Ensure the availability of special tools and equipment in all Porsche Centers;
• Maintain and update the list of mandatory tools for the Brazilian market;
• Ensure the availability of special tools for opening new Porsche Centers;
• HV qualification and management of new model launches, ensuring training and information on parts and tires, special tools and repair concepts for the dealership team;
• Training on high-voltage battery repair, recycling and required facilities in workshops;
• Coordinate and plan local tool availability as well as parts ordering and parts availability, align with headquarters;
• Support and monitoring for improvements in the armoring processes of Porsche vehicles by third-party companies, safety, noise, quality and information;
• Technically analyze and pre-approve warranty cases as described in the Porsche warranty manuals and guidelines;
• Assist CRM manager with technical questions in CRM cases to achieve a better decision for customer satisfaction.

Requirements and skills

Qualifications

Education

• Bachelor’s Degree in Engineering;
• Master’s degree or MBA desirable.

Experience

• 5 + Years of experience working in After Sales as technical support operations in automotive sector, manufacturing company or automotive importer;
• High level of technical graduation (Courses) into automotive manufacturing plant or importer;
• Experience as a leader of technical teams desirable.

Competencies

• Solid technical field experience;
• High knowledge with new automotive technologies (Electrical / Hybrid vehicles);
• Certification and experience with high voltage vehicles (mandatory);
• Analytical and logical reasoning ability;
• Knowledge of diagnostic tools;
• Ability to apply technical information creating a clear and coherent diagnostic strategy;
• Strong communication skills at different levels;
• Ability to work as a team and coordinate technical teams at Porsche Centers;
• Project management experience desirable;
• Highly motivated with a desire to learn and take on responsibilities;
• Availability to travel in Brazil and International;
• Proficiency in Microsoft Office;
• Fluent English.

Additional information

Work environment: Position is based in Sao Paulo, SP. On site work - São Paulo Office.

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Location: Brasil, BR

Posted Date: 11/23/2024