Mission
- Serve as the first point of contact for technical assistance requests from dealer workshops and repairers.
- Provide remote technical support in the local language to resolve vehicle-related technical issues.
- Analyze and identify customer vehicle faults using available technical information and diagnostic procedures.
- Verify that repairers have completed all recommended diagnostic steps and manufacturer-prescribed repair processes.
- Recommend appropriate corrective actions and provide known technical solutions.
- Document and manage all technical cases, ensuring complete traceability.
- Ensure all support tickets are processed within defined technical assistance response times and service level targets.
- Manage an average workload of approximately 10 technical cases per day while maintaining high-quality support.
- Escalate unresolved or complex technical cases to higher-level technical support teams when required.
- Maintain accurate documentation of troubleshooting activities and case resolutions.
- Support continuous improvement by identifying recurring technical issues and sharing feedback with internal teams.
Profile
- Degree or Diploma in Mechanical Engineering, Automotive Engineering, Mechatronics, or a related technical field.
- Experience in Automotive Aftersales, Technical Support, Workshop Operations, or Vehicle Diagnostics.
- Previous experience in a dealership, OEM, or automotive technical assistance environment is highly preferred.
- Strong knowledge of automotive systems and vehicle diagnostics.
- Experience with vehicle troubleshooting and repair processes.
- Familiarity with OTA (Over-the-Air) software update processes and software-related defect diagnosis.
- Excellent verbal and written communication skills in Dutch & English is a must.
- Customer-focused with a strong service mindset.
Skills
Technical Support
Level 1 Support
Automotive Aftersales
Diagnostics
Service