The Level 1 Technical Assistant provides first-line support to automotive repairers, acting as the primary contact for all repair-related requests within assigned markets. The role delivers remote technical assistance in the local language, ensures timely and accurate issue triage, and escalates to Level 2 support when required. The position safeguards adherence to established processes and quality standards, enabling efficient, cost-conscious, and customer-centric service delivery.

Serve as the first point of contact for repair requests and technical inquiries from repairers.
Provide remote technical assistance and guidance, leveraging diagnostic best practices and OEM procedures.
Communicate directly with repairers in the local language to clarify concerns, collect symptoms and DTCs, and validate steps taken.
Perform initial triage, document cases comprehensively, and determine resolution path or escalation criteria.
Escalate unresolved or complex cases to Level 2 support with complete, structured case information.
Adhere to established process standards, SLAs, and data quality requirements across all interactions and tools.
Support and guide repairers through OTA update processes and basic software update troubleshooting.
Record and maintain accurate case notes, resolutions, and knowledge artifacts to improve first-time fix rates.
Collaborate with cross-functional teams to share recurring issues, trends, and improvement opportunities.
Contribute to continuous improvement by following standardized workflows and proposing process enhancements.

Automotive Technical Specialist