Senior Technical Support Specialist for Aftersales Operations
2 weeks ago
Position Summary
The Senior Technical Support Specialist for Aftersales is tasked with delivering expert technical assistance across all inquiries and issues within the PLA region. This role acts as the primary technical authority for a fleet of over 44,000 vehicles and supports 180 technicians across various markets. The individual serves as a crucial link between dealers/importers and Porsche's headquarters in Germany, ensuring seamless communication and support. Additionally, this position plays a vital role in regional quality assessments for the Research and Development departments at Porsche.
Key Responsibilities
Technical Market Assistance
- Deliver comprehensive technical support for all Porsche vehicles and technologies through a ticketing system and hotline.
- Provide specialized High Voltage Expert assistance for hybrid and battery electric vehicles (BEVs).
- Ensure effective vehicle repairs by offering economical and customer-focused solutions.
- Monitor ticket cases for reporting and analysis purposes.
- Relay feedback to the R&D departments at Porsche regarding technical issues and vehicle quality.
Diagnostic System Support
- Administer diagnostic testing tools and provide IT support for market operations.
- Oversee the licensing process for diagnostic systems.
- Manage the rollout of new diagnostic tool generations, including the ordering process and infrastructure readiness.
Additional Duties
- Collaborate with the CRM manager to address technical inquiries in customer cases, aiming for optimal customer satisfaction.
- Oversee Aftersales technical systems support and provide training on these systems.
- Participate in and present at conferences hosted by Porsche AG and Porsche Latin America.
- Serve as a backup technician to perform battery repairs on-site, contingent on qualification.
- Undertake other responsibilities as assigned.
Qualifications
Education:
- Degree in Automotive Technology.
- Highest level of technician certification (equivalent to Porsche ZPT Gold certified technician).
- Advanced certification in High Voltage systems (equivalent to Porsche High Voltage Expert).
- Certification in battery repairs for BEV and PHEV vehicles.
Experience:
- Minimum of 5 years of experience in a workshop or dealership as a technician, preferably in a leadership capacity.
- At least 3 years of technical support experience for a premium automotive brand at the manufacturer or importer level.
- In-depth technical knowledge of Porsche or other premium brand vehicles.
Skills:
- Excellent communication abilities.
- Proficiency in English and Spanish; German is a plus.
- Capability to manage multiple tasks and projects simultaneously.
- Strong analytical and creative problem-solving skills.
- Highly organized with a keen attention to detail; adept at setting and meeting strict deadlines.
- Self-motivated and able to work independently.
- Customer service-oriented mindset.
- Experience in coaching or mentoring.
- Ability to work under pressure.
- Proficient in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
Travel Requirements:
Work Schedule: 40 hours per week
Physical Requirements:
- Ability to lift up to 15 pounds occasionally.
- Must be capable of performing tasks that require talking, hearing, walking, sitting, standing, and climbing stairs, with extended periods of sitting at a desk and working on a computer.
- Ability to work effectively in a dynamic office environment.
- This role operates in both an automotive workshop and office setting, utilizing standard office equipment. Exposure to fumes, moving mechanical parts, and noise is expected.
Company Profile
Porsche is committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all individuals, basing our employment decisions on merit, qualifications, and abilities. We do not discriminate in employment opportunities or practices based on any characteristic protected by law.
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