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.
Physical requirements:
- Must be able to lift 15 pounds at times.
- While performing the duties of this job the employee is required to talk, hear, walk, sit, stand, climb stairs on occasion with prolonged periods of sitting at a desk and working on a computer.
- Must be able to effectively work and complete tasks in an open office/noisy environment.
- This job operates in an automotive workshop and office environment. This role routinely uses standard office equipment such as computers, phones, cameras, photocopiers, and filing cabinets. While performing the duties of this job, the employee may be exposed to fumes or airborne particles, moving mechanical parts, automotive parts at operational temperature and vibration. The noise level in the work environment and job site can be loud.
Direct reports
List by job title any positions to be supervised by the incumbent:
- None
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
Education:
- 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)
At a Glance
Porsche is an equal opportunity employer and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, state or local law.