Technical Support Specialist

Company Overview

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Stellantis is a leading global automaker and mobility provider that offers clean, connected, affordable and safe mobility solutions. Our Company's strength lies in the breadth of our iconic brand portfolio, the diversity and passion of our people, and our deep roots in the communities in which we operate. Our ambitious electrification and software strategies and the creation of an innovative ecosystem of strategic, game-changing partnerships are driving our transformation to a sustainable mobility tech company.

Job Overview

The Technical Support Specialist supports MEA zones/Markets in handling VOR cases , complex issues, and providing the needed technical support in All technical aspects and tooling . He support also the markets in lead time management for issue solving .

Technical Assistance

• Daily monitoring of VOR DID-A
• Close monitoring and follow-up of critical and urgent cases DID-A
• Analyse DID Portfolio by lead time and help to analyse and solve aged DID-A
• Active Participation to the meetings and task forces on critical cases
• Assure close monitoring of the TD missions with Technical assistance team and TDs/CTCs for meeting intervention and incident resolution deadlines and ensuring that the most relevant repair solutions are selected.
• Regular Check and Analysis of the quality of TA feedbacks in DID-A to meet the process requirements
• Handle and analyse the markets claims on the quality of the feedbacks of assistance team.
• Assure the right escalation of critical DID-A
• Raise technical skills of the CTCs and TDs proposing appropriate trainings.
• Regular meeting with CTCs / TDs to have feedbacks from markets on critical and repetitive issues.
• Transmission of technical knowledge, technical meetings and resources
• Helps the markets to identify the right technical methods and support, involving stakeholders , to make them available if they are missed.
• Help to analyse "non-exploitable" main root cause and propose actions to avoid them.
• Help to analyse C1-C2-C3dealers feedback and deploy with the CTCs corrective actions.
• Help to analyse the main root cause on TA surveys feedbacks .
• Help to analyse N2 feedback deadlines.

Detection

• Make sure that the detection process is clear to the countries.
• Check and assist the less performing markets to assure 1rst right DID
• Check and assist the less performing markets to assure 1rst right CIR
• Contribute to meet the targets on the main Detection KPI's (raise Dealer vitality and Market vitality)
• Check with CTCs that all incidents with an impact in his/her country are properly covered by a CIR sheet.

Field Actions

• Assist and handle requests of countries to understand technical specifications on Field actions.
• Help and assist countries in all the technical aspects requested

Profile

• Assure the lead time expected for the standard
• Contribute to the achievement of technical assistance service , and detection targets

The Technical Support Specialist
must have solid Aftersales automotive and technical diagnosis experience and solid experience in technical team management role.

Initial Training: At least BAC+4 Automotive / Electronic and professional experience, particularly acquired in Stellantis Brands network

5 years' experience in technical aftersales Workshops..

Technical Skills

• Expert in Aftersales Automobile
• Experience in Electrical vehicles technology and connected services (Preferred)
• Expert in highly complex vehicle components
• Knowledge of the "OTA update" processes. To perform software update and defect issues.
• Ability to summarize, author and communicate verbally in French and English.

Behavioural Skills

• Result oriented, organized
• Sensitive to customer service and costs.
• Ease of communication, spoken and written. Fluent in French and English
• Organizational ability and ability to coordinate a cross-disciplinary team.
• An educator, good verbal and written communication, open-minded, good interpersonal skills.
• Good organization and a self-starter to manage time and priorities.

Diversity engagement

At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion and disability. Diverse teams will allow us to better meet the evolving needs of our customers and care for our future.