Roadside Tyre Dispatcher

2 Days ago • 2 Years + • Administrative • Undisclosed

About the job

2 skills required for this role

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excel

ms-office

Job Description

Tesla seeks a Roadside Tyre Dispatcher to manage the efficient allocation of technicians to address customer tire issues. This role involves coordinating with various teams (Customer Support, Roadside Assistance, Mobile Service) to ensure prompt and effective service. Responsibilities include prioritizing urgent and non-urgent situations, managing loaner wheel assets strategically, accurately updating systems with job information, and adhering to KPIs related to response times, resource utilization, and payment collection. Excellent communication, multitasking, and problem-solving skills are essential, along with a proactive approach to resolving customer issues. Experience in dispatching or roadside support is preferred.

Must have:

Excellent communication skills
Prioritization and urgency
Dispatching experience preferred
Multitasking abilities
Automotive knowledge
System proficiency (Dispatch Management Systems, MS Office Suite)

What to Expect

Tesla is looking for a Roadside Tyre Van Dispatcher to work on one of the most progressive vehicle brands in the world. We are looking for highly motivated individuals who excel in working with customers in potentially high stress environments and are able to work through urgent situations with precision and speed. Our Tyre Van Dispatcher is the heartbeat of our team’s operation, ensuring that our fleet of technicians are strategically positioned and that their workload is efficiently lined up to create the best customer experience possible. Strong communication is a must, as this person acts as the coordinator between the roadside support team and the Roadside Tyre Team.

Experienced persons may have a background in emergency dispatching, roadside support, and/or high-level customer service type roles. Candidates must be able to thrive in a high energy team environment managing multiple events at once. You will work regularly with our Customer Support team, Roadside Assistance team and Mobile Service teams. You will partner with them to carry out Tesla’s mission of accelerating the world’s transition to sustainable energy by ensuring our customers receive the best service possible in their most sensitive time in ownership, creating lifelong customers and advocates to our brand.

What You’ll Do

Provide highest level of verbal and written communication to the Roadside Tyre and Customer Support teams.
Coordinate service with Roadside Tyre technicians in urgent and non-urgent situations when needed.
Work in a creative and pro-active manner to resolve customer flat tyre events using the resources at your disposal.
Strategically manage our loaner wheel assets to support the roadside tyre team and our roadside partners, ensuring they are placed in areas to efficiently respond to roadside requests.
Accurately manage job information and requests into dispatch operations and customer relationship management systems.

Expectations

Ability to multi-task effectively.
Provide highest level of verbal and written communication.
Exceptional ability to prioritise and act with urgency where required.
Strategic Mindset with attention to detail.
Driven and self-sufficient.
Responsible for adherence to KPI’s in:

Response times.
Event capture rates in region.
Utilisation rate of resources.
Payment acceptance and collection.
Loaner wheel resolution rates.

What You’ll Bring

Minimum 2 years of relevant work experience.
Excellent written and oral communications skills.
Roadside or fleet dispatching experience is preferred.
Ability to prioritize effectively and handle shifting priorities.
Flexible schedule: this team runs outside of normal working hours to accommodate our customer’s needs.
Experience using Dispatch Management Systems, and MS Office Suite.
Understanding of basic automotive knowledge related to chassis and wheel and tire repair/replacement.
Ability to follow oral and written instructions with attention to detail.
Willingness to learn new and innovative automotive technologies.
Establish and maintain positive, cooperative, working relationships.
Effectively handle multiple priorities, organize workload, and meet deadlines.
Work in a team-based environment and achieve common goals