Technical Support Specialist

**Kennziffer**:J
- **Einstiegsart**:Professionals
- **Einsatzort**:Sao Paulo
- **Gesellschaft**:Porsche Brasil
**Aufgaben
**Aufgaben**Aufgaben***
The Technical Support Specialist is responsible for supporting Porsche Centers, acting remotely (using system), at field (critical cases), and report to Porsche AG the cases with hard/complex diagnose 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 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.
**Anforderungen
**Anforderungen**Anforderungen***
**Education**
- 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;
- 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.
**Kontakt
**Kontakt**Kontakt***
Position is based in Sao Paulo, SP
On site work - São Paulo Office