Technical Support Manager

Let's introduce ourselves

The Technical Support Lead is a hands-on role that combines leadership and operational responsibilities for providing Level 1 (L1) technical support to the dealership network. This individual will directly address technical issues, oversee case management, and ensure the efficient resolution of inquiries related to vehicle diagnostics, tools, and operations. The Technical Support Lead will also play a key role in maintaining service quality, training dealership staff, and improving processes to enhance overall support effectiveness.

What you'll do

Key Responsibilities
1. Technical Issue Resolution

• Act as the primary point of contact for dealership inquiries regarding vehicle diagnostics, tools, and processes.
• Troubleshoot and resolve Level 1 (L1) issues promptly, providing step-bystep guidance to dealership staff.
• Escalate unresolved or complex cases to Level 2 (L2) or specialized teams, ensuring detailed case documentation.

2. Case Management

• Work closely with Customer Care team, supporting to monitor, prioritize, and manage support cases through the Case management system, ensuring all inquiries are tracked and updated until resolution.
• Analyze case trends to identify recurring issues and propose preventive actions.
• Generate weekly and monthly reports on support performance, including case resolution times and escalation rates.

3. Training and Knowledge Sharing

•  Provide ongoing training and guidance to Competence team on common technical issues and their resolutions.
• Develop and maintain a knowledge base with solutions to frequently encountered problems.
• Conduct virtual or on-site workshops to improve dealership proficiency in handling basic technical issues.

4. Process Improvement

• Identify inefficiencies in support processes and recommend improvements to enhance response times and accuracy.
• Collaborate with cross-functional teams to ensure alignment between dealership needs and technical support strategies.

5. Leadership and Coordination

• Act as a liaison between the dealership network and the internal technical support team, ensuring clear communication and alignment.

What you'll bring

Qualifications and Skills
Education:

•  Bachelor’s degree in Automotive Engineering, Mechanical Engineering, or a related technical field.
•  Relevant certifications in automotive diagnostics or service management are an advantage.

Experience:

• 3-5 years of experience in automotive technical support, including hands-on experience with diagnostic tools and processes.
• Familiarity with managing dealership networks or customer-facing technical roles is preferred.

Technical Skills:

• Strong knowledge of automotive systems, diagnostic tools, and repair workflows.
• Proficiency in using Helpdesk systems to manage and track support cases.
• Ability to interpret technical diagrams, service manuals, and diagnostic codes.

Soft Skills:

•  Excellent communication and interpersonal skills to interact with dealership staff effectively.
• Strong analytical and problem-solving abilities.
•  Organizational skills to manage multiple cases simultaneously and prioritize tasks.
•  Proactive mindset with a focus on continuous improvement and customer satisfaction.

Languages:

•  Fluent in [Language of Operation] (required).
• Proficiency in English for technical documentation and communication is preferred.