The Technical Support Specialist is responsible for supporting Porsche Centers, acting remotely (using system), at field (critical cases), and report to Porsche AG the cases with hard/complex diagnose resolution.
As part of the Technical Support Specialist's responsibilities, maintain and provide support for aftersales system information, manage special equipment and tools, and perform high-voltage battery repairs.

Responsabilidades e atribuições
Tasks


Main Responsibilities

• Act as first-level Technical Support for the entire Porsche dealer network in Brazil, including High Voltage Expert support for BEV and PHEV vehicles;
• Investigate, monitor and report to headquarter cases that are difficult to resolve or that may support the quality department;
• Support for classic vehicles, service to the dealership network, special tools, technical support in opening new Porsche Classic Partners;
• Provide field technical support in the market in critical cases as flying doctor;
• Manage the KPIs of the technical support area, quantitative and qualitative, and develop continuous improvement plans for the technical support area;
• Monitor and communicate quality cases in the market to headquarter;
• Ensure initial quality control of new models;
• Implement and monitor compliance with repair standards;
• Ensure the transfer of the Body & Paint repair method to dealerships and authorized workshops;
• Provide technical support for and ensure the distribution of the diagnostic tester device and technical information systems throughout the network;
• Support the finance department in collecting diagnosis license fees;
• Manage roll-out of new tester generations, incl. ordering process, infrastructure readiness and buyback-process or previous tester;
• Publish Technical Information and Communication on the Porsche Brasil Portal;
• Support recall campaigns at dealerships and port campaigns;
• Ensure the availability of special tools and equipment in all Porsche Centers;
• Maintain and update the list of mandatory tools for the Brazilian market;
• Ensure the availability of special tools for opening new Porsche Centers;
• HV qualification and management of new model launches, ensuring training and information on parts and tires, special tools and repair concepts for the dealership team;
• Training on high-voltage battery repair, recycling and required facilities in workshops
• Coordinate and plan local tool availability as well as parts ordering and parts availability, align with headquarters;
• Support and monitoring for improvements in the armoring processes of Porsche vehicles by third-party companies, safety, noise, quality and information;
• Technically analyze and pre-approve warranty cases as described in the Porsche warranty manuals and guidelines;
• Assist CRM manager with technical questions in CRM cases to achieve a better decision for customer satisfaction.

Requisitos e qualificações
Qualifications


Education

• Bachelor’s Degree in Engineering;
• Master’s degree or MBA desirable.

Experience

• 5 + Years of experience working in After Sales as technical support operations in automotive sector, manufacturing company or automotive importer;
• High level of technical graduation (Courses) into automotive manufacturing plant or importer;
• Experience as a leader of technical teams desirable.

Competencies

• Solid technical field experience;
• High knowledge with new automotive technologies (Electrical / Hybrid vehicles);
• Certification and experience with high voltage vehicles (mandatory);
• Analytical and logical reasoning ability;
• Knowledge of diagnostic tools;
• Ability to apply technical information creating a clear and coherent diagnostic strategy;
• Strong communication skills at different levels;
• Ability to work as a team and coordinate technical teams at Porsche Centers;
• Project management experience desirable;
• Highly motivated with a desire to learn and take on responsibilities;
• Availability to travel in Brazil and Internation;
• Proficiency in Microsoft Office;
• Fluent English.

Informações adicionais
Work environment: Position is based in Sao Paulo, SP
On site work - São Paulo Office


STRATEGIC THINK / SMART IMPLEMENTATION


Em 1997, a Stuttgart Veículos foi nomeada representante oficial de importações da Porsche no Brasil e ao longo dos anos desenvolveu o país para uma posição de destaque entre os maiores importadores da marca na América Latina.


Em Agosto de 2015 a Porsche Brasil assumiu as operações no país tornando-se oficialmente a 18° subsidiária da marca no mundo e a primeira da América Latina, o escritório está sediado na cidade de São Paulo.


Atualmente quem está à frente da empresa que conta com mais de 50 funcionários é Peter Vogel, Diretor Presidente da Porsche Brasil.


A rede de concessionárias no país é formada por quatorze Porsche Centers (showroom e pós vendas) e um Centro Técnico que estão localizados nas principais cidades: São Paulo, Rio de Janeiro, Belo Horizonte, Brasília, Goiânia, Campinas, Curitiba, Fortaleza, Salvador, Florianópolis, Porto Alegre, Recife e Ribeirão Preto.