AFTER SALES TECHNICAL SUPPORT SPECIALIST

After Sales Technical Support Specialist - Job description The Technical Support Specialist is responsible for supporting Porsche Centers, acting remotely (using system), at field (critical cases), and reporting to Porsche AG the cases with hard/complex diagnose resolution. As part of the Technical Support Specialist''s responsibilities, maintain and provide support for aftersales system information, manage special equipment and tools, and perform high-voltage battery repairs. Main responsibilities Tasks Act as first-level Technical Support for the entire Porsche dealer network in Brazil, including High Voltage Expert support for BEV and PHEV vehicles; Investigate, monitor and report to headquarter cases that are difficult to resolve or that may support the quality department; Support for classic vehicles, service to the dealership network, special tools, technical support in opening new Porsche Classic Partners; Provide fieldtechnical support in the market in critical cases as flying doctor; Manage the KPIs of the technical support area, quantitative and qualitative, and develop continuous improvement plans for the technical support area; Monitor and communicate quality cases in the market to headquarter; Ensure initial quality control of new models; Implement andmonitor compliance with repair standards; Ensure the transfer of the Body & Paint repair method to dealerships and authorized workshops; Provide technical support for and ensure the distribution of the diagnostic tester device and technical information systems throughout the network; Support the finance department in collecting diagnosis license fees; Manage roll-out of new tester generations, incl. ordering process, infrastructure readiness and buyback-process or previous tester; Publish Technical Information and Communication on the Porsche Brasil Portal; Support recall campaigns at dealerships and port campaigns; Ensure the availability of special tools and equipment in all Porsche Centers; Maintain and update the list of mandatory tools for the Brazilian market; Ensure the availability of special tools for opening new Porsche Centers; HV qualification and management of new model launches, ensuring training and information on parts and tires, special tools and repair concepts for the dealership team; Training on high-voltage battery repair, recycling and required facilities in workshops; Coordinate and plan local tool availability as well as parts ordering and parts availability, align with headquarters; Support and monitoring for improvements in the armoring processes of Porsche vehicles by third-party companies, safety, noise, quality and information; Technically analyze and pre-approve warranty cases as described in the Porsche warranty manuals and guidelines; Assist CRM manager with technical questions in CRM cases to achieve a better decision for customer satisfaction. Requirements and skills Qualifications Education Bachelors Degree in Engineering; Masters degree or MBA desirable. Experience 5 + Years of experience working in After Sales as technical support operations in automotive sector, manufacturing company or automotive importer; High level oftechnical graduation (Courses) into automotive manufacturing plant or importer; Experience asa leader of technical teams desirable. Competencies Solid technical field experience; High knowledge with new automotive technologies (Electrical / Hybrid vehicles); Certificationand experience with high voltage vehicles (mandatory); Analytical and logical reasoning ability; Knowledge of diagnostic tools; Ability to apply technical information creating a clear and coherent diagnostic strategy; Strong communication skills at different levels; Ability to work as a team and coordinate technical teams at Porsche Centers; Project management experience desirable; Highly motivated with a desire to learn and take on responsibilities; Availability to travel in Brazil and International; Proficiency in Microsoft Office; Fluent English. Additional information Work environment: Position is based in Sao Paulo, SP. On site work - São Paulo Office. #J-18808-Ljbffr