Aftersales Technical Support Specialist

Position overview

The Aftersales Technical Support Specialist is responsible for providing technical support on all technical topics and requests in the PLA region. The individual is the Chief Technician for over 44,000 vehicles and 180 technicians in the markets and is the liaison between dealers / importers and Porsche headquarters Germany (PAG) on these matters. In addition, the role serves as regional quality sensor for R&D departments at PAG.

Porsche Latin America supports a network of 16 importers and 42 Porsche Centers throughout 21 countries in Central and South America, and the Caribbean. The region covers also EU (Guadeloupe) as well as US territories (Puerto Rico), with respective regulations, legal requirements and restrictions. PLA accounts for yearly new car sales volume of >4,000 vehicles with a car park of currently 44,000 vehicles.

Roles & responsibilities

Technical market support

• Responsible for providing technical support for all Porsche vehicles and technologies for market via ticket system and hotline
• Provide High Voltage Expert support for hybrid and BEV vehicles
• Ensure successful vehicle repairs with economical and customer centric solutions
• Conduct ticket/ cases monitoring for reporting purposes
• Provide feedback to PAG R&D departments regarding technical cases and vehicle quality

Diagnosis system support

• Provide diagnosis tester administration and IT support for markets
• Manage system licensing process
• Manage roll-out of new tester generations, incl. ordering process/ infrastructure readiness

Other responsibilities

• Assist CRM manager with technical questions in customer cases to achieve the optimal decision for customer satisfaction
• Responsible for Aftersales technical systems support and systems training
• Backup as flying doctor to conduct battery repair locally together with technicians (subject to qualification level)
• Other duties as assigned

Education:

• Automotive technical degree
• Highest technician certification level (equivalent to Porsche ZPT Gold certified technician)
• Highest high voltage certification level (equivalent to Porsche High Voltage Expert HVE)
• Certified in BEV and PHEV battery repairs

Experience

• 3+ years workshop/ dealer experience as technician, preferably in a leading role
• 3+ years technical experience with technical support for a premium automotive brand on manufacturer or importer level
• Deep technical expertise on technician level of Porsche or premium brand vehicles

Skills

• Strong Communication skills
• Fluent in English and Spanish, German optional
• Ability to effectively manage multiple tasks/projects at the same time
• Creative and analytical skills with the ability to translate this into problem resolution
• Highly organized with strong attention to detail; ability to set targets and meet strict deadlines
• Self-motivator who can work independently of supervision
• Customer service orientation
• Coaching or Mentoring skills
• Resistance to stress
• Computer proficient (Excel, PowerPoint, Word, Outlook)

Percentage of travel required: <20%

Schedule/Shift: 40 weekly hours

The salary range for this role is $75,000-$95,000. However, it is important to note that at Porsche, compensation range is dependent on geographic location. Individual salaries within each range are determined through a wide variety of factors including but not limited to education, experience, knowledge and skillset. Porsche reviews compensation regularly and may adjust base salaries to reflect market competitiveness.

In addition to salary, individuals may be eligible for a discretionary performance bonus. Our full suite of benefits includes:

• Paid Vacation
• Paid Holidays
• Paid Sick leave
• 401(k) match
• Medical, dental and vision coverage
• Tuition and certification reimbursement
• Life Insurance
• Short and Long Term Disability Coverage
• Subsidized gym membership program
• Subsidized Porsche and VW leasing programs

Physical requirements:

• Must be able to lift 15 pounds at times.
• While performing the duties of this job the employee is required to talk, hear, walk, sit, stand, climb stairs on occasion with prolonged periods of sitting at a desk and working on a computer.
• Must be able to effectively work and complete tasks in an open office/noisy environment.
• This job operates in an automotive workshop and office environment. This role routinely uses standard office equipment such as computers, phones, cameras, photocopiers, and filing cabinets. While performing the duties of this job, the employee may be exposed to fumes or airborne particles, moving mechanical parts, automotive parts at operational temperature and vibration. The noise level in the work environment and job site can be loud.

D irect reports

List by job title any positions to be supervised by the incumbent:

• None