Responsibilities
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Hotline support – Handling technical cases submitted by the Network Assistance Center; determining the appropriate level of support (phone, remote, on-site, specialized workshop, or manufacturer consultation).
On-site assistance – Visiting Authorized Service Partners (ASPs) to establish a clear diagnosis and resolve technical issues efficiently.
Customer interaction – Understanding customer complaints and providing clear explanations following diagnosis/repair, in coordination with the ASP manager.
Coaching of ASPs – Training on diagnostic methodology, analysis, and effective use of information sources.
Solution implementation – Supporting the deployment of known solutions to improve Fixed First Visit (FFV).
Special workshop follow‑up – Monitoring diagnosis, repairs, and final quality checks for complex cases.
Escalation management – Escalating unresolved issues to the Manager Technical Operations MBC when necessary.
Internal and external technical support – Communicating validated solutions; directing to Authorized Service Points; supporting internal departments (Customer Care, Press, Sales, etc.).
Reporting – Ensuring full documentation of each case in TIPS; updating visit lists; sharing solutions with ASPs. xphnsxz
Expert assessments – Participating in legal and fire‑related expert assessments upon request from internal departments or in support of ASPs.
Profile
Bachelor’s degree in Automotive Mechanics (or equivalent through experience)
Certified Repair Technician / Diagnostic Technician (certification can be obtained through a training program within 3 years of employment)
Strong communication skills with customers, experts, and stakeholders
Minimum 5 years of experience as a diagnostic technician in a workshop environment (or equivalent experience)
Experience within a technical department in an importer environment
Knowledge and skills
In‑depth knowledge of complete vehicle systems
Proficiency in MS Office
Knowledge of and experience with MB AfterSales systems is an asset
Advanced knowledge of Star Diagnosis and related software
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