Provide technical support for automotive systems, including diagnostics, repairs procedures and vehicle software issues via phone, email or on-site visits.
Assist dealership technicians and service advisors in resolving complex technical problems related to powertrains, electrical systems, ADAS, infotainment, and EV platforms.
Document and track technical cases using CRM or ticketing systems, ensuring proper escalation and timely resolution.
Coordinate with engineering and R&D teams to report and analyze field issues, contributing to root cause analysis and corrective actions.
Create and maintain up-to-date service manuals, technical bulletins and troubleshooting guides tailored to regional requirements.
Conduct regular dealer visits and service center audits to ensure adherence to service standards and technical protocols.
Assisted the technical trainer in conducting practical training sessions for dealer staff, focusing on diagnostics tools, repair procedures and new technologies such as EV battery systems and high-voltage safety.
Monitor and manage warranty claim data to identify failure trends and proactively address recurring product issues.
Collaborate with the parts department to ensure availability of critical components needed for technical repairs.
Stay current with the latest advancements in automotive technology, diagnostic tools and OEM service systems.
Requirements:
Diploma or Bachelor's degree in Automotive Engineering, Mechanical Engineering or a related technical field.
3+ years of experience in automotive technical support, diagnostics or dealership service operations.
Strong knowledge of modern vehicle systems, including EV technology, ADAS and vehicle diagnostics tools (e.g., OEM scan tools).
Proficiency in using CRM and case management platforms.
Excellent communication and problem-solving skills with a strong customer service mindset.
Ability to travel for dealership support and service audits as needed.
