Senior Virtual Service Technician, Madrid | [Ss924]

EUR 10.000 - 30.000

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, 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 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, collaborating with Virtual Service Advisors, local Service Centers (Front of House), Tesla Support and Sales, Service & Delivery (SSD) partners to ensure we provide a consistent Customer Experience across EMEA.
• 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 diagnosis results and on-site repair plans are correctly documented and understandable.
• Support 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 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 diagnostics performed.
• Collaborate with technical trainer to provide training and coaching programs to the field.
• Participate in trainings on a regular basis and 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.
• Availability to work on additional responsibilities, as assigned, to meet business needs.

What You’ll Bring:

• More than two years of work experience in the automotive industry, and relevant work experience in after-sales customer management is preferred.
• 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 and repair of vehicles.
• Positive, enthusiastic, and willing to learn about the changes in the personal transportation industry and Tesla products and services.
• Demonstrable ability to learn and adapt to change while delivering exceptional customer service.
• Ability to cooperate as a dynamic team and perform as a group before individual contributions.
• Motivation to work in a high-paced, dynamic environment that constantly evolves to incorporate new technology and methods.
• Strong documentation skills in Toolbox/Systems.
• Fluency in speaking/writing English and local language.
• Proficient knowledge of relevant IT Systems.
• Experience in the workshop in the use of all tools and platforms.
• Act as a skilled specialist, completing tasks in resourceful and effective ways.
• Passion for Tesla’s mission to accelerate the world’s transition to sustainable energy.
• Clear logic and attention to details, especially the accuracy of system operation and data information.
• Established ability to be self-directed and work independently, with strong organization and documentation skills.