Service Preparation Specialist

1 Day ago • All levels • Operations • Undisclosed

About the job

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Job Description

The Service Preparation Specialist in Netanya, Israel plays a crucial role in Tesla's customer service operations. Responsibilities include preparing and triaging customer repair requests using standardized processes and advanced tools, providing remote support to resolve customer concerns, and managing customer expectations. The role involves direct communication with customers to understand their issues, identifying remotely resolvable requests, and collaborating with service teams to ensure a seamless customer experience. Technical skill development is encouraged through training programs and exposure to advanced diagnostic tools. Strong communication, organizational, and problem-solving skills are essential, along with proficiency in Hebrew and English.

Must have:

Prepare and triage repair requests
Communicate effectively with customers
Manage customer expectations
Identify remotely resolvable issues
Collaborate with service teams
Proficiency in Hebrew and English

Good to have:

Basic understanding of automotive repair
Experience with diagnostic tools

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 in 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 Hebrew and English.
Basic understanding of automotive techniques related to vehicle repair beneficial but not a requirement.

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