Senior Technical Support Specialist
2 weeks ago
Position Overview:
The Senior Technical Support Specialist for Aftersales is tasked with delivering expert technical assistance across all technical inquiries and issues within the PLA region.
This role acts as the primary technician for a fleet of over 44,000 vehicles and supports 180 technicians across various markets, serving as the vital link between dealers/importers and Porsche headquarters in Germany.
Regional Responsibilities:
The position also functions as a regional quality sensor for Research and Development (R&D). The Latin America region encompasses a network of 15 importers and 41 Porsche Centers across 21 countries, including territories in the EU and the US.
Key Responsibilities:
1. **Technical Market Support:**
- Provide comprehensive technical support for all Porsche vehicles and technologies through a ticketing system and hotline.
- Offer High Voltage Expert assistance for hybrid and battery electric vehicles (BEVs).
- Ensure effective vehicle repairs with a focus on economical and customer-centric solutions.
- Relay feedback to PAG R&D departments concerning technical cases and vehicle quality.
2. **Diagnosis System Support:**
- Administer diagnosis testers and provide IT support for the markets.
- Oversee the system licensing process and manage the rollout of new tester generations, including ordering and infrastructure readiness.
3. **Additional Duties:**
- Collaborate with the CRM manager on technical inquiries to optimize customer satisfaction.
- Responsible for Aftersales technical systems support and training.
- Participate and present at Porsche AG and Porsche Latin America conferences.
- Serve as a backup technician for local battery repairs alongside other technicians (subject to qualification level).
- Undertake other responsibilities as assigned.
Qualifications:
Education:
- Highest technician certification level (equivalent to Porsche ZPT Gold certified technician).
- Highest high voltage certification level (equivalent to Porsche High Voltage Expert HVE).
- Certified in BEV and PHEV battery repairs.
Experience:
- Minimum of 5 years of workshop/dealer experience as a technician, preferably in a leadership role.
- At least 3 years of technical experience providing support for a premium automotive brand at the manufacturer or importer level.
- Extensive technical knowledge at the technician level for Porsche or other premium brand vehicles.
Skills:
- Proficient in English and Spanish; German is a plus.
- Capable of managing multiple tasks/projects simultaneously.
- Strong analytical and creative problem-solving skills.
- Highly organized with a keen attention to detail; ability to set and meet strict deadlines.
- Self-motivated and able to work independently.
- Coaching or mentoring abilities.
- Resilient under stress.
- Proficient in computer applications (Excel, PowerPoint, Word, Outlook).
Travel Requirements:
- Schedule/Shift: 40 hours per week.
Physical Requirements:
- Ability to lift up to 15 pounds as needed.
- Must be capable of performing duties that require talking, hearing, walking, sitting, standing, and occasional climbing of stairs.
- Comfortable working in an open office/noisy environment and automotive workshop.
- Exposure to fumes, airborne particles, and moving mechanical parts may occur.
At Porsche Cars North America, we are committed to fostering a diverse workforce and helping candidates find fulfilling careers.
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