Service Preparation Specialist - Malmö

2 Weeks ago • All levels • Operations • Undisclosed

About the job

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Job Description

As a Service Preparation Specialist at Tesla in Malmö, you'll be a key member of the Service Preparation Team, preparing and triaging customer repair requests using standardized processes and advanced tools. You'll provide remote support to resolve issues, communicate directly with customers to understand their concerns, manage expectations, and prepare for on-site visits by service teams. The role involves developing technical skills through training programs, utilizing diagnostic tools, and collaborating with other service teams. Responsibilities include preparing repair requests, engaging with customers, setting clear expectations, identifying remotely resolvable requests, understanding Tesla products and diagnostic processes, identifying necessary parts for simple repairs, and ensuring end-to-end ownership of customer concerns. Excellent communication, organization, and problem-solving skills are essential.

Must have:

Prepare and triage repair requests
Excellent communication skills
Manage customer expectations
Problem-solving skills
Swedish & English fluency
Organized and detail-oriented
Work weekends

Good to have:

Basic automotive repair knowledge
Technical aptitude

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 Swedish & English.
Basic understanding of automotive techniques related to vehicle repair beneficial but not a requirement.
Ability to work weekends.

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