Technical Support Executive

Embark on a career at CARSOME, where our vision is to create the most trusted vehicle ownership ecosystem that is driven by technology and data. Join us in our mission to deliver unparalleled peace of mind to customers throughout their pre-owned vehicle ownership experience. At CARSOME, we are guided by values that prioritize our customers, encourage collaborative problem-solving, strive for continuous improvement, and foster bold yet thoughtful innovation. We're committed to efficient, humble leadership and taking ownership in our roles, always aiming to positively impact our employees, customers, and community.

Your scope :

• As a Technical Support Executive, you will be responsible for driving the strategic and operational excellence of After Sales and Service Operations by overseeing technical support and guidance across multiple brands.
• This role requires addressing critical technical issues, making high-impact decisions, and ensuring the seamless integration of technical operations within the business. You will lead the technical team with a focus on strategic direction, enhance the department’s capabilities through continuous improvement, and ensure technical solutions align with business objectives.

Your Day-to-Day :

• Strategic Oversight: Set and execute the technical strategy for After Sales and Service Operations, ensuring alignment with company-wide goals and long-term vision.
• Critical Issue Resolution: Act as the key decision-maker for resolving high-level technical challenges, ensuring prompt containment and resolution.
• Leadership & Development: Provide leadership to the technical support team, fostering a high-performance culture and ensuring continual upskilling through tailored training programs.
• Cross-functional Collaboration: Engage with senior leaders across Operations, Sales, and Service teams to develop and maintain alignment on technical processes and overall business strategy.
• Innovation & Improvement: Drive the development and implementation of cutting-edge technical methodologies and processes, continuously seeking ways to improve operational efficiency.
• Customer Satisfaction: Directly address escalated customer issues or high-priority technical concerns, coordinating with service centers to ensure swift and satisfactory resolutions.
• Reporting & Insights: Deliver comprehensive reports to senior management, offering data-driven insights into departmental performance, risks, and technical challenges.
• Representation & Advocacy: Represent the After Sales division at executive meetings, making recommendations and influencing key technical decisions for the business.

Key Responsibilities :

• Provide strategic leadership for technical support and development in line with overall business objectives.
• Develop and enhance specialist technical knowledge to ensure effective guidance and direction for the department.
• Lead initiatives for process improvements and operational efficiencies, collaborating cross-functionally to drive technical excellence.
• Ensure the prompt resolution of critical technical issues, leveraging internal and external resources for optimal outcomes.
• Facilitate training programs to advance technical skills across the team, with a focus on supporting multi-brand vehicle operations.
• Represent the After Sales division in executive-level technical discussions, compiling and presenting data to influence decisions.
• Escalate risks and issues to senior management, proactively managing any technical challenges that may affect operational performance.
• Provide insights and recommendations through presentations and reports, ensuring technical details are clearly communicated to non-technical stakeholders.
• Oversee the resolution of high-impact customer issues, collaborating with service outlets to ensure customer satisfaction.
• Continuously review and report on departmental performance, providing actionable insights to drive improvement.

Your Know-How :

• Extensive experience in a technical support leadership role within the automotive or related industry, with a track record of managing multi-brand vehicle operations.
• Proven ability to lead, mentor, and develop high-performing technical teams.
• Expertise in resolving complex technical issues, with a focus on delivering timely and effective solutions.
• Strong communication skills, with the ability to present technical concepts clearly to executives and non-technical teams.
• Experience in driving process improvements and implementing innovative technical methodologies.
• Strong leadership and decision-making skills, with the ability to manage multiple priorities in a dynamic environment.