Technical Advisor

Responsibilities

• Hotline support – Handling technical cases submitted by the Network Assistance Center; determining the appropriate level of support (phone, remote, on-site, specialized workshop, or manufacturer consultation).
• On-site assistance – Visiting Authorized Service Partners (ASPs) to establish a clear diagnosis and resolve technical issues efficiently.
• Customer interaction – Understanding customer complaints and providing clear explanations following diagnosis/repair, in coordination with the ASP manager.
• Coaching of ASPs – Training on diagnostic methodology, analysis, and effective use of information sources.
• Solution implementation – Supporting the deployment of known solutions to improve Fixed First Visit (FFV).
• Special workshop follow-up – Monitoring diagnosis, repairs, and final quality checks for complex cases.
• Escalation management – Escalating unresolved issues to the Manager Technical Operations MBC when necessary.
• Internal and external technical support – Communicating validated solutions; directing to Authorized Service Points; supporting internal departments (Customer Care, Press, Sales, etc.).
• Reporting – Ensuring full documentation of each case in TIPS; updating visit lists; sharing solutions with ASPs.
• Expert assessments – Participating in legal and fire-related expert assessments upon request from internal departments or in support of ASPs.

Profile

• Bachelor’s degree in Automotive Mechanics (or equivalent through experience)
• Certified Repair Technician / Diagnostic Technician (certification can be obtained through a training program within 3 years of employment)
• Strong communication skills with customers, experts, and stakeholders
• Minimum 5 years of experience as a diagnostic technician in a workshop environment (or equivalent experience)
• Experience within a technical department in an importer environment

Knowledge and skills

• In-depth knowledge of complete vehicle systems
• Proficiency in MS Office
• Knowledge of and experience with MB AfterSales systems is an asset
• Advanced knowledge of Star Diagnosis and related software