Tasks
Position overview
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.
Porsche Latin America supports a network of 16 importers and 42 Porsche Centers throughout 21 countries in Central and South America, and the Caribbean. The region covers also EU (Guadeloupe) as well as US territories (Puerto Rico), with respective regulations, legal requirements and restrictions. PLA accounts for yearly new car sales volume of >4,000 vehicles with a car park of currently 44,000 vehicles.
Qualifications
Roles & responsibilities
Technical market support
- Responsible for providing technical support for all Porsche vehicles and technologies for market via ticket system and hotline
- Provide High Voltage Expert support for hybrid and BEV vehicles
- Ensure successful vehicle repairs with economical and customer centric solutions
- Conduct ticket/ cases monitoring for reporting purposes
- Provide feedback to PAG R&D departments regarding technical cases and vehicle quality
Diagnosis system support
- Provide diagnosis tester administration and IT support for markets
- Manage system licensing process
- Manage roll-out of new tester generations, incl. Ordering process/ infrastructure readiness
Other responsibilities
- Assist CRM manager with technical questions in customer cases to achieve the optimal decision for customer satisfaction
- Responsible for Aftersales technical systems support and systems training
- Backup as flying doctor to conduct battery repair locally together with technicians (subject to qualification level)
- Other duties as assigned
Qualifications
- Automotive technical degree
- Highest technician certification level (equivalent to Porsche ZPT Gold certified technician)
- Highest high voltage certification level (equivalent to Porsche High Voltage Expert HVE)
- Certified in BEV and PHEV battery repairs
Experience
- 3+ years workshop/ dealer experience as technician, preferably in a leading role
- 3+ years technical experience with technical support for a premium automotive brand on manufacturer or importer level
- Deep technical expertise on technician level of Porsche or premium brand vehicles
Skills
- Strong Communication skills
- Fluent in English and Spanish, German optional
- Ability to effectively manage multiple tasks/projects at the same time
- Creative and analytical skills with the ability to translate this into problem resolution
- Highly organized with strong attention to detail; ability to set targets and meet strict deadlines
- Self-motivator who can work independently of supervision
- Customer service orientation
- Coaching or Mentoring skills
- Resistance to stress
- Computer proficient (Excel, PowerPoint, Word, Outlook)