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supervisor Technical Support

Job Description

Title:supervisor Technical Support
Experience:at least 10yrs

- Supervision and professional steering of the Technical Support Specialists
- Quality Assurance of Technical Support specialists
- Progress controlling: Reporting and priorisation of open technical cases
- Steering: Prepare and report technical topics for weekly meeting
- Decision making: Discuss further proceedings to find technical solution together with Technical Support Specialists (incl. decision if onsite visit is necessary)
- Able to prioritise the information and keep incoming inquiry together into the database
- Answer dealer's technical inquiry through PRMS in time
- Work closely with TCC team for further technical solution
- Internal technical support and update portal information
- On site support for technical issue using a structured approach in anticipating and resolving problems
- Guide technician the correct way of diagnosis and analysis
- Demonstration of using special tool and equipment
- Able to apply the technical knowledge that you will learn in this position effectively and appropriately
- Prepare and implement the technical forum
- Present the forum and direct the topics
- Collection the case and do the training and translation
- Seeks opportunities to build positive relationships with dealer contacts
- Provide technical data to Front Desk
- Cooperate Front desk on case analysis
- Build good relationship with LDs and collect necessary information to FD

- College degree or above with major in Automobile or related.
- At least 10 years workshop and/or technical support working experience.
- Good knowledge of Microsoft office software
- Knowledge of PRMS system is an advantage.
- Language fluency in Chinese and English