Job descriptionThe Technical Support Specialist is responsible for supporting Porsche Centers, acting remotely (using system), at field (critical cases), and reporting to Porsche AG the cases with hard/complex diagnosis resolution.
As part of the Technical Support Specialist's responsibilities, maintain and provide support for aftersales system information, manage special equipment and tools, and perform high-voltage battery repairs.
Main responsibilitiesTasks Act as first-level Technical Support for the entire Porsche dealer network in Brazil, including High Voltage Expert support for BEV and PHEV vehicles;Investigate, monitor and report to headquarter cases that are difficult to resolve or that may support the quality department;Support for classic vehicles, service to the dealership network, special tools, technical support in opening new Porsche Classic Partners;Provide field technical support in the market in critical cases as flying doctor;Manage the KPIs of the technical support area, quantitative and qualitative, and develop continuous improvement plans for the technical support area;Monitor and communicate quality cases in the market to headquarter;Ensure initial quality control of new models;Implement and monitor compliance with repair standards;Ensure the transfer of the Body & Paint repair method to dealerships and authorized workshops;Provide technical support for and ensure the distribution of the diagnostic tester device and technical information systems throughout the network;Support the finance department in collecting diagnosis license fees;Manage roll-out of new tester generations, incl. ordering process, infrastructure readiness and buyback-process or previous tester;Publish Technical Information and Communication on the Porsche Brasil Portal;Support recall campaigns at dealerships and port campaigns;Ensure the availability of special tools and equipment in all Porsche Centers;Maintain and update the list of mandatory tools for the Brazilian market;Ensure the availability of special tools for opening new Porsche Centers;HV qualification and management of new model launches, ensuring training and information on parts and tires, special tools and repair concepts for the dealership team;Training on high-voltage battery repair, recycling and required facilities in workshops;Coordinate and plan local tool availability as well as parts ordering and parts availability, align with headquarters;Support and monitoring for improvements in the armoring processes of Porsche vehicles by third-party companies, safety, noise, quality and information;Technically analyze and pre-approve warranty cases as described in the Porsche warranty manuals and guidelines;Assist CRM manager with technical questions in CRM cases to achieve a better decision for customer satisfaction. Requirements and skillsQualifications Bachelor's Degree in Engineering;Master's degree or MBA desirable.Experience 5 + Years of experience working in After Sales as technical support operations in automotive sector, manufacturing company or automotive importer;High level of technical graduation (Courses) into automotive manufacturing plant or importer;Experience as a leader of technical teams desirable.Competencies Solid technical field experience;High knowledge with new automotive technologies (Electrical / Hybrid vehicles);Certification and experience with high voltage vehicles (mandatory);Analytical and logical reasoning ability;Knowledge of diagnostic tools;Ability to apply technical information creating a clear and coherent diagnostic strategy;Strong communication skills at different levels;Ability to work as a team and coordinate technical teams at Porsche Centers;Project management experience desirable;Highly motivated with a desire to learn and take on responsibilities;Availability to travel in Brazil and Internationally;Proficiency in Microsoft Office;Fluent English. Additional informationWork environment: Position is based in Sao Paulo, SP
On site work - São Paulo Office
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