What to Expect
As a Senior Service Preparation Specialist, you will be a key contributor to our Service Preparation Team.
This team aims to prepare and triage customer repair requests using a standardized process and advanced augmentation tools, that take advantage of our highly connected vehicles. This process ensures a smooth and efficient onsite experience for our customers and workshop teams.
Senior Service Preparation Specialists provide remote support to customers to resolve their concerns whenever possible. When a physical repair is required, you will communicate directly with the customer to gain a comprehensive understanding of their concerns ready for our Service Teams.
You will manage customer expectations ahead of their visit. You will also have the opportunity to develop your technical skills through a combination of exciting training programs, and exposure to our advanced diagnostic tools.
To succeed at Tesla, you must be energetic, highly organized, and smart working. You should have a passion for the brand and the ability to thrive in a team environment.
What You'll Do-
Prepare or triage all repair requests as per our standardized process.
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Directly engage with customers to gain and document a comprehensive understanding of their concerns.
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Set clear customer expectations prior to their appointment to deliver an exceptional customer experience.
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Identify and action remotely resolvable service requests, to provide an effortless customer journey.
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Possess in-depth knowledge of all Tesla vehicle products and systems.
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Perform diagnosis and identify required parts for most repairs, maintaining end-to-end ownership of customer concerns.
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Take on minor escalations, resolve and defuse difficult conversations across all communication channels. Advise and educate your customer on Tesla warranty policies.
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Collaborate with other service teams to provide a great customer experience through the service journey
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Relevant experience in a customer facing role delivering excellent service, preferably from a technical or automotive environment
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Ability to effectively handle multiple priorities, organize workload, meet deadlines, and solve problems with a high attention to detail
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Excellent communication skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
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Ability to thrive in a team-based environment and achieve common goals
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Digitally savvy- ability to adopt and adapt quickly to new technology and systems
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Able to communicate, read, and write effectively in Dutch. English not required but preferred
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Basic understanding of automotive techniques related to vehicle repair beneficial but not a requirement
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Ability to work weekends.
Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.
Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.
