Service Preparation Specialist

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.

• 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