Description
The Aftersales Technical Support Specialist is responsible for providing technical support on all technical topics and requests in the PLA region. The individual is the Chief Technician for over 44,000 vehicles and 180 technicians in the markets and is the liaison between dealers/importers and Porsche headquarters Germany (PAG) on these matters. In addition, the role serves as regional quality sensor for R&D departments at PAG.
Key responsibilities include:
- Providing technical support for all Porsche vehicles and technologies for market via ticket system and hotline
- Providing High Voltage Expert support for hybrid and BEV vehicles
- Ensuring successful vehicle repairs with economical and customer-centric solutions
- Conducting ticket/cases monitoring for reporting purposes
- Providing feedback to PAG R&D departments regarding technical cases and vehicle quality
The role also involves providing diagnosis tester administration and IT support for markets, managing system licensing process, and managing roll-out of new tester generations.
Additionally, the Aftersales Technical Support Specialist will assist the CRM manager with technical questions in customer cases to achieve the optimal decision for customer satisfaction, and be responsible for Aftersales technical systems support and systems training.
The ideal candidate will have an automotive technical degree, highest technician certification level (equivalent to Porsche ZPT Gold certified technician), and highest high voltage certification level (equivalent to Porsche High Voltage Expert HVE).
They will also have 3+ years workshop/dealer experience as technician, preferably in a leading role, and 3+ years technical experience with technical support for a premium automotive brand on manufacturer or importer level.
Strong communication skills, fluency in English and Spanish, and ability to effectively manage multiple tasks/projects at the same time are essential.
The salary range for this role is $75,000-$95,000, and the position offers a full suite of benefits, including paid vacation, paid holidays, paid sick leave, 401(k) match, medical, dental and vision coverage, tuition and certification reimbursement, life insurance, short and long term disability coverage, subsidized gym membership program, and subsidized Porsche and VW leasing programs.