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Virtual Service Technician
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What to Expect
- At Tesla, our Virtual Service Technician create an industry-leading 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 over-the-air 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 after-sales 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 high-paced, 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
