Technicien(ne) Online – Virtual Servcie Technician H/F – Paris Est

Tesla

Responsibilities

Le Role

Chez Tesla, nos techniciens d’entretien virtuels créent une expérience de premier plan pour nos propriétaires. Ils constituent la première ligne de Tesla et sont les ambassadeurs de notre marque, soutenant notre mission d’accélérer la transition du monde vers une énergie durable. En diagnostiquant à distance les problèmes avant que chaque véhicule n’arrive en réparation, nous permettons à nos propriétaires de reprendre le volant le plus rapidement possible. Nous avons créé l’un des véhicules les plus innovants jamais construits, et vous contribuerez à garantir une expérience de service tout aussi innovante. Dans de nombreux cas, le technicien de service virtuel est capable d’effectuer une résolution aérienne et d’éviter complètement les visites de service. Grâce à cette expertise et aux décisions prises au cours du processus de diagnostic, tous les aspects de la visite et l’expérience que nos propriétaires avec le service Tesla seront affectés. Les spécialistes du diagnostic virtuel recevront une combinaison de programmes de formation et une formation continue sur le terrain. Pour réussir chez Tesla, vous devez être un Team player énergique et autonome, très organisé et travailleur. Vous devez avoir une passion pour l’énergie durable et la capacité de créer des expériences exceptionnelles pour les clients.

Requirements

The
Role
 

At Tesla, our Virtual Service Technician create
an industry-leading experience for our owners. They constitute Tesla’s front
line and are our brand ambassadors, supporting our mission to accelerate the
world’s transition to sustainable energy. By remotely diagnosing concerns
before each vehicle arrives for service, we put our owners back behind the
wheel as quickly as possible.  

We’ve created one
of the most innovative vehicles ever made, and you will help ensure an equally
innovative service experience. In many cases the Virtual Service
Technician is able to perform an over the air resolution and prevent
service visits entirely. With this expertise and
decisions during the diagnosis process will affect every aspect of the visit
and the experience that our owners have with Tesla Service. Virtual Diagnostic Specialists will receive a combination of
training programs and an ongoing training on the job.

To succeed at Tesla, you must be an energetic and empowering team
player, highly organized, and hard working. You should have a passion for
sustainable energy and the ability to create exceptional client experiences.

 

Responsibilities / This is your job 

       

·        
Interpret
customer concerns and perform accurate and timely diagnosis, recommend a repair
plan for either the Service Centers or Mobile Team, or prevent a
service visit by resolving a concern via customer education or over-the-air
solutions.

·        
Provide the highest level of Service Customer Experience,
collaborate Virtual Service Advisors, with local Service Centers (Front of
House), Tesla Support and Sales, Service & Delivery (SSD) partners to
ensure we provide a consistent Customer Experience across EMEA 

·        
Collaborate with fellow Technicians to provide solutions to highly
complex and technically sophisticated issues and problems, while understanding
the implications of your work

·        
Ensure that the
diagnosis results and on-site repair plans are correctly documented and
understandable.  

·        
Support for the
escalation of repairs via the various tools available ensuring feedback to the
relevant engineering/production departments; creating toolbox sessions with
exact work instructions

·        
Demonstrate an excellent understanding of all Tesla vehicle
systems and subsystems.

·        
Accurately document customer concerns, interactions and data
into our systems and ability to finalize invoicing and payments 

·        
Collaborate and
support fellow technician / service advisors / service manager to improve
knowledge sharing and achieve highest quality work in the most efficient manner
possible; receive and discuss feedback for continuous improvement and to
maintain a high quality of diagnostics performed

·        
Collaborate with technical trainer to provide training and
coaching programs to the field.

·        
Participate to trainings on a regular basis and connect closely
with technical teams to master the latest product information, theory of
operations, and ensure efficiency with the latest diagnostic tooling

·        
Drive Customer
Satisfaction metrics by meeting and exceeding
individual KPI targets; drive process improvement by analyzing the quantity and
quality of the requests.

·        
Periodical rotation
in the workshop to maintain familiarity with the workshop tasks and support
complex repairs.

·        
Availability to work on additional responsibilities, as assigned,
to meet business needs

 

 

Requirements/ Qualifications

 

·        
A completed
apprenticeship as an automotive mechatronics technician, Informatic
Trainee 

·        
More than two
years of work experience in the automotive industry, and relevant work
experience in after-sales customer management is preferred

·        
Ability to read
and interpret mechanical drawings and electrical schematics 

·        
Ability to
partner with various teams across the organization to share critical
information gathered and share best practices to help improve our products and
overall customer experience 

·        
Good knowledge of
methods, techniques, parts, tools and materials used in the maintenance, repair
of vehicles

·        
Positive, enthusiastic, and willing to learn about the changes in
the personal transportation industry and Tesla products and services

·        
Demonstrable
ability to learn and adapt to change while delivering exceptional customer
service 

·        
100% Tesla training / bridge completed

·        
Versatility
chart topics completed

·        
Ability to
cooperate as a dynamic team and perform as a group before individual
contributions 

·        
Motivation to
work in a high-paced, dynamic environment that constantly evolves to
incorporate new technology and methods 

·        
Rigor – Strong
documentation skills in Toolbox/Systems 

·        
Fluency in
speaking/writing English

·        
Proficient
knowledge of relevant IT Systems 

·        
Experience in the
workshop in the use of all tools and platforms.  

·        
Act as a skilled specialist, complete tasks in resourceful and
effective ways

·        
Passion for Tesla’s mission to accelerate the world’s transition
to sustainable energy.

·        
Clear logic and attention to details, especially the accuracy of
system operation and data information

·        
Established ability to be self-directed and work independently,
with strong organization and documentation skills

·        
Proven ability to work and communicate effectively with her/his
team and peers across the organization.