Job Description

TS Agent - Technical support

DUTIES AND RESPONSIBILITIES

Primary contact for the dealers and field staff in all matters relating to parts identification. Analyze the request and identify the root causes and main technical issues. Providing reliable and fast support, giving parts advice to the dealers and processing stock control actions. Market language expert of the team in translations, providing answers and direct contact with the network and the customer's representatives. Organizing and giving ad-hoc training to team members within MSXi organization. In case of critical cases manage inbound and outbound calls from/to the dealers related to open cases. End-to-end cases resolutions: Ownership of cases until the final resolution or escalation. Single point of contact for Dealers once the case has been opened. Record all cases' up-to-date information and progress. Escalate cases to next level when needed. Follow up on existing cases. Continuous improvement: Communicate and/or escalate recurring product issues or other relevant concerns to the customer via system (ITEM) or via the direct supervisor. Escalate cases to Team Leader where support is needed. Ad-hoc support to team members in case of need. Take care of performance and KPIs for meeting goals.

KNOWLEDGE AND SKILLS

Special experience on parts technical support. Able to read technical drawing. Good root causes investigation methods. Good people management and listening skills. Knowledge of the TTS Systems. Good analytical skills. Strong knowledge on vehicle mechanical, electrical, and computer system is a plus.

QUALIFICATIONS

Technical college level or acquired by experience. Engineering degree is a plus. Automotive certification is a plus.

E

XPERIENCE

3+ year of Automotive/Technical experience.

LANGUAGES

* Fluent in English.