Lead Automotive Technical Support Specialist

2 weeks ago

Reading, United Kingdom Porsche Cars GB Ltd Full time

We are **Porsche**. We are home to what is, in the extraordinary scale of the automotive world, a small family of passionate enthusiasts - established in 1948 and run in Stuttgart to this day by the same family that bears the company name.

In the UK, we are trusted to represent and care for some of the most exciting, fastest, most advanced and beautiful cars ever created. We work with incredible and often inspiring customers who rightly expect our performance and ambition to match that of our cars.

Being relatively small means we are agile - an environment in which creativity thrives. It also means every one of us makes a difference. When it comes to creating our cars, we sweat the small stuff and we truly care about every part of our business - whether on the road, competing on the track or in styling and dynamics. We are aiming to establish the benchmark in an industry in which the bar is set very high.

We want Porsche to be the destination for exclusive, exhilarating mobility in the UK, through innovation, performance and unrivalled customer enthusiasm. With the launch of our first all-electric car, our business will, in many ways, change more in the coming five years than it has done in the past five decades.

**Core Specific Responsibilities**:

- Provision of technical guidance and support to the Porsche Centre network and to internal stakeholders as required.
- Create and distribute content using the most appropriate medium (e.g. videos, presentations, how-to guides, etc.), to inform and upskill the business with appropriate levels of information for the target audience.
- Develop a detailed understanding of technology within current and upcoming products, services and diagnostic systems.
- Provide relevant information to the Porsche Centre network regarding problems and solutions in order to manage incoming enquiry volume and ensure efficient repair for the customer.
- Act as an escalation point for Technical Support Specialists in particularly complex or difficult cases which cannot be resolved within given criteria.
- Monitoring of technical queries and tickets to ensure prioritisation and relevant support is provided to avoid vehicle buy-back situations, and communication with the customer care team to ensure customers are supported as required. Early escalation to/involvement of Technical Support Engineers where relevant.
- Act as the conduit between the Technical Support Specialists and the Technical Support Engineers, by identifying when individual cases or topics should be escalated and preparation of appropriate documentation to support escalation.
- Undertake relevant training to ensure accurate support can be provided for upcoming products, services and diagnostic systems.
- Provide support and coaching to Technical Support Specialists to ensure they are able to provide the appropriate level of quality and timeliness in their responses to technical queries.
- Reporting on technical ticket landscape to Technical Support Manager.

**Core Accountabilities**:

- To understand and assist in the delivery of business strategy and objectives
- Deliver an agreed level of service to the internal and external customer, business partners and external suppliers in line with the company values
- Take ownership for personal development needs in anticipation of business requirements, including the conducting of training in order to deliver appropriate levels of support in electronics, mechanical systems, high voltage systems, digital technology etc.
- Contribute fully within the team, ensuring that the right environment is maintained
- Ensure the appropriate level of management control and system exploitation is applied to all relevant systems
- Adhere to company policies and procedures at all times

The above list of Core Specific Responsibilities is not exhaustive. The job holder is expected to carry out other duties as reasonably assigned from time to time in line with their ability. The Company reserves the right to vary the role content, within reason, with consultation and agreement, in accordance with business requirements.

**Requirements**:

- Have a strong and rounded knowledge of a range of vehicle systems and technologies, and have a proven track record in diagnostics and problem solving.
- Have excellent analytical skills to successfully identify trends, analyse data, and present information at all levels.
- Have a customer-centric approach such that you are capable of making a timely decision to request additional support prior to customer escalation.
- Be highly motivated and able to take initiative in determining the best approach to solving a problem, be that conducting research into a specific topic or seeking further guidance from others.
- Be highly organised, detailed and able to manage multiple complex problems simultaneously.
- Previous experience of working within an automotive environment, and a passion for automotive engineering, smart mobility and future technologies is essen

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