Job Description

At Tesla, our Virtual Service Specialist create an industry-leading experience for our owners. They constitute Tesla’s front line and are our brand ambassadors, supporting our mission to building a world of amazing abundance. By remotely diagnosing concerns before each vehicle arrives for service, we put our owners back behind the wheel as quickly as possible.

We’ve created one of the most innovative vehicles ever made, and you will help ensure an equally innovative service experience. In many cases the Virtual Service Specialist is able to perform an over the air resolution and prevent service visits entirely. With this expertise and decisions during the diagnosis process will affect every aspect of the visit and the experience that our owners have with Tesla Service.

Virtual Service Specialists will receive a combination of training programs and an ongoing training on the job. To succeed at Tesla, you must be an energetic and empowering team player, highly organized, and hardworking. You should have a passion for sustainable energy and the ability to create exceptional client experiences.

Responsibilities

• Interpret customer concerns and perform accurate and timely diagnosis, recommend a repair plan for either the Service Centres or Mobile Service, or prevent a service visit by resolving a concern via customer education or over-the-air solutions.
• Make inbound or outbound calls to customers in order to accurately address customer concerns if necessary.
• Provide the highest level of service customer experience by collaborating with Service Advisors (Front of House), Tesla Support and Sales, Service & Delivery (SSD) partners to ensure a consistent customer experience.
• Collaborate with fellow technicians to provide solutions to highly complex and technically sophisticated issues and problems, while understanding the implications of your work.
• Ensure that the diagnostic results and on-site repair plans are correctly documented and easy to understand.
• Support the escalation of repairs using the various available tools to provide feedback to the relevant engineering/production departments; creating toolbox sessions with exact work instructions.
• Demonstrate an excellent understanding of all Tesla vehicle systems and subsystems.
• Collaborate and support fellow technician / service advisors / service manager to improve knowledge sharing and achieve the highest quality work in the most efficient manner possible. Receive and discuss feedback for continuous improvement and to maintain a high quality of diagnostic performed.
• Participate in trainings on a regular basis and closely collaborate with technical teams to master the latest product information, theory of operations, and ensure efficiency with the latest diagnostic tools.
• Drive customer satisfaction metrics by meeting and exceeding individual KPI targets. Drive process improvement by analysing the quantity and quality of the requests
• Availability to work on additional responsibilities, as assigned, to meet business needs

Requirements

• More than two years of work experience in automotive repair techniques, and relevant experience in a customer-facing role is a plus
• Ability to read and interpret mechanical drawings and electrical schematics.
• Good knowledge of methods, techniques, parts, tools, and materials used in the maintenance and repair of vehicles.
• Motivation to work in a fast-paced, dynamic environment that constantly evolves to incorporate new technology and methods.
• Passionate about Tesla’s mission to building a world of amazing abundance .
• Clear logic and attention to detail, especially the accuracy of system operations and data information
• Demonstrated ability to be self-directed and work independently, with strong organization and documentation skills.
• Ability to work and communicate effectively with team and peers across the organization.