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Technical Advisor (Automotive)

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Technical Advisor (Automotive)

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

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