Service Preparation Technician - Køge

Description

As a Service Preparation Technician, you will be a key contributor to our Service Preparation Team. This team prepares and triages customer repair requests using a standardised process and advanced tools that take advantage of our highly connected vehicles. That process is what makes the onsite experience smooth for our customers and for the workshop teams.

You need to be technically capable, and you need to be a clear communicator who puts the customer first. You provide remote support and resolve concerns whenever possible. When a physical repair is required, you diagnose remotely, decide which repair actions are needed, and set the service location up to succeed. You will build your technical skills through training and through our diagnostic tools.

To be successful at Tesla, you need to be energetic, well organised, and smart in how you work, with a passion for the brand and the ability to create an exceptional customer experience.

Responsibilities

• Process diagnostic requests in a structured way and to deadline, so the teams at our service locations are set up for success.
• Clearly document findings and identify a repair plan for every customer concern that needs diagnosis.
• Resolve simple service requests remotely, and guide the customer through the fix.
• When a visit is required, triage the case to Service with a clear repair plan, and escalate with the right information in the right format.
• Deliver clear, concise written and spoken communication, and translate technical findings into something the customer can understand.
• Educate customers on their vehicle where it helps resolve the concern.
• Develop a strong understanding of Tesla vehicle systems, diagnostic tools, and technical documentation.
• Communicate vehicle and technical updates to the relevant stakeholders.
• Coach, train, and upskill teammates so their diagnostic skills improve.
• Use what you learn to improve how we prepare, diagnose, and serve customers.
  

Requirements

• Prior experience in vehicle or IT system diagnosis and troubleshooting. A background in automotive, a technical helpdesk, roadside assistance, or a similar customer or technical support environment is welcome.
• Able to read and interpret technical documents, system logs, diagnostic tooling, and schematics.
• Digitally savvy, and able to adopt new technologies and systems quickly.
• Able to handle several priorities, organise your workload, meet deadlines, and solve problems with a high attention to detail.
• Able to work independently and in a team, and to keep up in a fast-moving environment.
• Clear communicator, able to translate technical concerns for customers and for non-technical teams.
• Customer-focused, with a commitment to an exceptional experience.
• Energetic, well organised, and smart in how you work.
• Genuine interest in Tesla's products and mission, and a willingness to keep building your technical skills.
• Fluent in Danish and English.
• Valid driver's licence and a safe driving record.
• Able to work weekends.