What You'll Do
Handle incoming technical inquiries from customers regarding repair issues affecting passenger cars, light goods vehicles, and heavy goods vehicles across all manufacturers. Use phone, email, and other communication platforms to deliver accurate first-level support and guide troubleshooting efforts.
Conduct root cause analysis to identify underlying technical faults and work toward effective resolutions. Aim to resolve at least half of reported incidents at the first level within six months, progressing to a 70% resolution rate after one year. Follow established procedures for documenting, escalating, and managing incidents through internal systems.
Maintain consistent communication with internal teams, including other support sites and departments, to ensure smooth information flow. Contribute to the development of knowledge resources by submitting frequently asked questions and technical insights. Foster strong working relationships with both colleagues and customers to support efficient problem resolution.
Requirements
- Demonstrated ability to diagnose and analyze technical faults in passenger and commercial vehicles
- Experience providing frontline technical support through multiple communication methods
- Background in performing root cause assessments in automotive repair environments
- Familiarity with using incident tracking and management systems
- Flexibility to work either remotely or on-site depending on operational needs
Work Mode
This role follows a hybrid arrangement, allowing work from remote locations or on-site as required by business demands. You will be expected to adapt your work location based on team and customer needs.
