Virtual Service Technician - Sint-Martens-Latem, België - Tesla

Tesla

Geverifieerd bedrijf

Sint-Martens-Latem, België

2 weken geleden

Geplaatst door:

Sophie Dubois

beBee Recruiter

Beschrijving

What to Expect

At Tesla, our Virtual Service Technician create an industryleading experience for our owners. They constitute Tesla's front line and are our brand ambassadors, supporting our mission to accelerate the world's transition to sustainable energy. By remotely diagnosing concerns before each vehicle arrives for service, we put our owners back behind the wheel as quickly as possible.

We've created one of the most innovative vehicles ever made, and you will help ensure an equally innovative service experience.

In many cases the Virtual Service Technician is able to perform an over the air resolution and prevent service visits entirely.

With this expertise and decisions during the diagnosis process will affect every aspect of the visit and the experience that our owners have with Tesla Service.

Virtual Diagnostic Specialists will receive a combination of training programs and an ongoing training on the job.

To succeed at Tesla, you must be an energetic and empowering team player, highly organized, and hard working. You should have a passion for sustainable energy and the ability to create exceptional client experiences.

What You'll Do

Interpret customer concerns and perform accurate and timely diagnosis, recommend a repair plan for either the Service Centers or Mobile Team, or prevent a service visit by resolving a concern via customer education or overtheair solutions
Provide the highest level of Service Customer Experience, collaborate Virtual Service Advisors, with local Service Centers (Front of House), Tesla Support and Sales, Service & Delivery (SSD) partners to ensure we provide a consistent Customer Experience across EMEA
Support for the escalation of repairs via the various tools available ensuring feedback to the relevant engineering/production departments; creating toolbox sessions with exact work instructions
Demonstrate an excellent understanding of all Tesla vehicle systems and subsystems
Accurately document customer concerns, interactions and data into our systems and ability to finalize invoicing and payments
Collaborate with technical trainer to provide coaching programs to the field and participate to trainings on a regular basis, connect closely with technical teams to master the latest product information, theory of operations, and ensure efficiency with the latest diagnostic tooling
Drive Customer Satisfaction metrics by meeting and exceeding individual KPI targets; drive process improvement by analyzing the quantity and quality of the requests.
Periodical rotation in the workshop to maintain familiarity with the workshop tasks and support complex repairs

What You'll Bring

Significant work experience in the automotive, mechanical industry, and relevant work experience in aftersales customer management is preferred. A completed apprenticeship as an automotive mechatronics technician, Informatic Trainee can be considered as a plus
Ability to read and interpret mechanical drawings and electrical schematics
Ability to partner with various teams across the organization to share critical information gathered and share best practices to help improve our products and overall customer experience
Good knowledge of methods, techniques, parts, tools and materials used in the maintenance, repair of vehicles
Demonstrable ability to learn and adapt to the changes in the personal transportation industry and Tesla products and services, while delivering exceptional customer service
Ability to work in a highpaced, dynamic environment and to cooperate as a dynamic team and perform as a group before individual contributions
Fluency in speaking/writing English, French or Dutch
Proficient knowledge of relevant IT Systems, strong documentation skills in Toolbox/Systems