Responsibilities
- Handling escalated technical issues from frontline support by verifying details, conducting in-depth analysis, and determining corrective measures.
- Delivering remote and on-site assistance to dealerships and technical teams to ensure prompt and effective vehicle repairs.
- Creating clear and organized technical reports for OEM partners and internal teams, emphasizing risks, recurring patterns, and improvement opportunities.
- Tracking key performance indicators such as case resolution time, recurrence rates, and first-time fix success to identify early signs of product or process problems.
- Supporting the development of technical documentation and best practices to enhance the capabilities of Level 1 support and workshop teams.
