TS Agent

TS Agent - Technical support

DUTIES AND RESPONSIBILITIES

• Primary contact for the dealers and field staff in all matters relating to parts identification.

• Analyze the request and identify the root causes and main technical issues.

• Providing reliable and fast support, giving parts advice to the dealers and processing stock control actions.

• Market language expert of the team in translations, providing answers and direct contact with the network and the customer's representatives.
• Organizing and giving ad-hoc training to team members within MSXi organization.
• In case of critical cases manage inbound and outbound calls from/to the dealers related to open cases.
• End-to-end cases resolutions:
• Ownership of cases until the final resolution or escalation.
• Single point of contact for Dealers once the case has been opened.
• Record all cases' up-to-date information and progress.
• Escalate cases to next level when needed.
• Follow up on existing cases.
• Continuous improvement:
• Communicate and/or escalate recurring product issues or other relevant concerns to the customer via system (ITEM) or via the direct supervisor.
• Escalate cases to Team Leader where support is needed.
• Ad-hoc support to team members in case of need.
• Take care of performance and KPIs for meeting goals.

KNOWLEDGE AND SKILLS

• Special experience on parts technical support.

• Able to read technical drawing.

• Good root causes investigation methods.

• Good people management and listening skills.
• Knowledge of the TTS Systems.
• Good analytical skills.
• Strong knowledge on vehicle mechanical, electrical, and computer system is a plus.

QUALIFICATIONS

• Technical college level or acquired by experience.

• Engineering degree is a plus.

• Automotive certification is a plus.

EXPERIENCE

• 3+ year of Automotive/Technical experience.

LANGUAGES

• Fluent in English.