Technical Support Specialist

2 semanas atrás

São Paulo, São Paulo, Brasil Porsche Brasil Tempo inteiro

**Job Summary**

Porsche Brasil is seeking a highly skilled Technical Support Specialist to join our team in Sao Paulo, SP. As a Technical Support Specialist, you will be responsible for providing technical support to Porsche Centers, acting remotely and at field, and reporting to Porsche AG on complex diagnose resolutions.

**Key Responsibilities**

  • 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**

  • Bachelor's Degree in Engineering;
  • Master's degree or MBA desirable;
  • 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;
  • 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;
  • 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 Internation;
  • Proficiency in Microsoft Office;
  • Fluent English.

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