Service Preparation Specialist

4 Months ago • All levels

Job Summary

Job Description

As a Service Preparation Specialist at Tesla, you'll be a key member of the Service Preparation Team, providing remote support to customers and preparing for physical repairs. You'll directly engage with customers to understand their concerns, manage expectations, and identify remotely resolvable issues. This role requires excellent communication, organizational skills, and a passion for the Tesla brand. You'll also have opportunities for professional development through training programs and exposure to advanced diagnostic tools. Responsibilities include preparing and triaging repair requests, setting customer expectations, identifying and resolving remote issues, collaborating with service teams, and developing a deep understanding of Tesla vehicles and diagnostic processes.

Must have:

Excellent communication skills
Strong organizational abilities
Problem-solving skills
Ability to manage multiple priorities
Technical aptitude (beneficial)
Proficiency in English

Good to have:

Basic understanding of automotive repair
Experience with customer service

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Job Details

What to Expect

As a Service Preparation Specialist, you will be a key contributor to our Service Preparation Team. 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 English.
Basic understanding of automotive techniques related to vehicle repair is beneficial but not a requirement.