Virtual Service Specialist

Job Description

Job Responsibilities

• Interpret customer concerns and perform accurate and timely diagnosis, recommend a repair plan for either the Service Centres or Mobile Service, or prevent a service visit by resolving a concern via customer education or over-the-air solutions.
• Make inbound or outbound calls to customers in order to accurately address customer concerns if necessary.
• Provide the highest level of service customer experience by collaborating with Service Advisors (Front of House), Tesla Support and Sales, Service & Delivery (SSD) partners to ensure a consistent customer experience.
• Collaborate with fellow technicians to provide solutions to highly complex and technically sophisticated issues and problems, while understanding the implications of your work.
• Ensure that the diagnostic results and on-site repair plans are correctly documented and easy to understand.
• Support the escalation of repairs using the various available tools to provide 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.
• Collaborate and support fellow technician / service advisors / service manager to improve knowledge sharing and achieve the highest quality work in the most efficient manner possible. Receive and discuss feedback for continuous improvement and to maintain a high quality of diagnostic performed.
• Participate in trainings on a regular basis and closely collaborate with technical teams to master the latest product information, theory of operations, and ensure efficiency with the latest diagnostic tools.
• Drive customer satisfaction metrics by meeting and exceeding individual KPI targets. Drive process improvement by analysing the quantity and quality of the requests
• Availability to work on additional responsibilities, as assigned, to meet business needs 

Job Requirements

• More than two years of work experience in automotive repair techniques, and relevant experience in a customer-facing role is a plus
• Ability to read and interpret mechanical drawings and electrical schematics.
• Good knowledge of methods, techniques, parts, tools, and materials used in the maintenance and repair of vehicles.
• Motivation to work in a fast-paced, dynamic environment that constantly evolves to incorporate new technology and methods.
• Passionate about Tesla’s mission to accelerate the world’s transition to sustainable energy.
• Clear logic and attention to detail, especially the accuracy of system operations and data information
• Demonstrated ability to be self-directed and work independently, with strong organization and documentation skills.
• Ability to work and communicate effectively with team and peers across the organization.