Service Preparation Specialist

5 Months ago • All levels

Job Summary

Job Description

The Service Preparation Specialist at Tesla plays a crucial role in ensuring a smooth and efficient customer repair experience. Responsibilities include preparing and triaging repair requests, directly engaging with customers to understand their concerns, setting clear expectations, remotely resolving issues when possible, and collaborating with service teams. The role requires strong communication, organizational, and problem-solving skills, along with a willingness to learn new technologies and a passion for the Tesla brand. This position involves managing customer expectations, documenting concerns, and identifying necessary parts for repairs. Successful candidates will possess excellent communication skills, the ability to manage multiple priorities effectively and thrive in a team environment.

Must have:

Prepare and triage repair requests
Engage with customers, document concerns
Set clear customer expectations
Resolve remote service requests
Excellent communication skills
Strong organizational skills
Problem-solving abilities

Good to have:

Basic understanding of automotive techniques
Ability to identify required parts

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communication

Job Details

What to Expect

As a Service Preparation Specialist, you will be a key contributor to our Service Preparation Team. This

team aims to prepare and triage customer repair requests using a standardized process and advanced

augmentation tools, that take advantage of our highly connected vehicles. This process ensures a

smooth and efficient onsite experience for our customers and workshop teams.

Service Preparation Specialists provide remote support to customers to resolve their concerns whenever

possible. When a physical repair is required, you will communicate directly with the customer to gain a

comprehensive understanding of their concerns ready for our Service Teams. You will manage customer

expectations ahead of their visit. You will also have the opportunity to develop your technical skills

through a combination of exciting training programs, and exposure to our advanced diagnostic tools.

To succeed at Tesla, you must be energetic, highly organized, and smart working. You should have a

passion for the brand and the ability to thrive in a team environment.

What You’ll Do

Prepare or triage all repair requests as per our standardized process.
Directly engage with customers to gain and document a comprehensive understanding of their concerns.
Set clear customer expectations prior to their appointment to deliver an exceptional customer experience.
Identify and action most remotely resolvable service requests, to provide an effortless customer journey.
Display an excellent understanding of all Tesla vehicle products.
Develop a good understanding of diagnosis processes, identifying required parts for simple repairs, maintaining end-to-end ownership of customer concerns.
Collaborate with other service teams to provide a great customer experience through the service journey.

What You’ll Bring

Willingness to learn new and innovative technologies to further develop in role
Ability to effectively handle multiple priorities, organize workload, meet deadlines, and solve problems with a high attention to detail
Excellent communication skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
Ability to thrive in a team-based environment and achieve common goals
Digitally savvy- ability to adopt and adapt quickly to new technology and systems
Able to communicate, read, and write effectively in the local language
Basic understanding of automotive techniques related to vehicle repair beneficial but not a requirement