Job Overview
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The Geely Technical Support Engineer will be responsible for providing high-quality support to dealers and customers by troubleshooting and resolving technical issues. This role involves working closely with dealer's technicians and service advisors to understand customer needs and ensuring their satisfaction with Geely products and services.
Main Duties and Key Responsibilities
* Diagnose and resolve complex technical incidents on customer vehicles.
* Use of OEM diagnostic tools for guided diagnostics and repairs.
* Produce clear technical reports and action plans.
* Coordinate and coach multidisciplinary teams at the point of repair.
* Troubleshoot and report to HQ Quality department any hardware or software issue on vehicles.
* Provide timely and effective technical support via dedicated ticketing application, phone, email, or chat.
* Document and track customer interactions and technical issues in the support database.
* Collaborate with other team members to escalate complex issues as needed.
* Conduct training sessions for dealer technicians on new vehicles, innovative functionalities, diagnosis processes and best practices.
* Stay updated on product features and technical advancements.
Education and Experience
A Bachelor's degree in Industrial Engineering, Automotive Engineering, Electronics, or a related field is preferred. with a minimum of 5 years of technical support role, technical training and/or customer service is highly valued.
Required Skills and Qualifications
* Strong analytical and problem-solving skills.
* Excellent verbal and written communication skills.
* Proficiency in troubleshooting of New Energy (HV) vehicle issues.
* Ability to work independently and as part of a team.
* Familiarity with technical support software and ticketing systems. xpzdshu
* Knowledge of diagnosis systems and HV safety protocols is a plus.
* Fluent English and Spanish