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Service – Virtual Service Specialist

Gangseo Gu, Seoul Teugbyeolsi, South Korea (On-site)

Service – Virtual Service Specialist

1 Day ago • 2 Years + • Operations • Undisclosed

About the job

2 skills required for this role

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communication

team-player

Job Description

Tesla seeks a Virtual Service Specialist in Gangseo, Seoul, Korea. This role is the front line of Tesla's customer service, acting as a brand ambassador. Responsibilities include remotely diagnosing vehicle issues, recommending repair plans (Service Centers or Mobile Service), resolving concerns via customer education or over-the-air solutions, preventing service visits, collaborating with service advisors and other teams, documenting diagnostic results, escalating repairs, and participating in training programs to maintain expertise on Tesla vehicle systems. Success requires excellent customer service skills, technical automotive knowledge, strong communication, and the ability to work independently and as part of a team.

Must have:

2+ years automotive repair experience
Customer-facing experience a plus
Read/interpret mechanical & electrical schematics
Knowledge of vehicle maintenance & repair
Excellent customer service skills
Strong communication & collaboration

Perks:

Annual Medical Check-up
Flu Vaccination
Group Insurance
Employee Assistance Program
Paid Sick Leave
Family Care Leave
Parental Leave
Defined Contribution Pension Plan
Social Insurance
Flexible Benefits Plan
Long Service Recognition
Employee Referrals
eShop Employee Discounts
Welcome Gift
Tesla Uniforms (select positions)

What to Expect

At Tesla, our Virtual Service Specialist create an industry-leading experience for our owners. They constitute Tesla’s front line and are our brand ambassadors, supporting our mission to accelerate the world’s transition to sustainable energy. By remotely diagnosing concerns before each vehicle arrives for service, we put our owners back behind the wheel as quickly as possible. We’ve created one of the most innovative vehicles ever made, and you will help ensure an equally innovative service experience. In many cases the Virtual Service Specialist is able to perform an over the air resolution and prevent service visits entirely. With this expertise and decisions during the diagnosis process will affect every aspect of the visit and the experience that our owners have with Tesla Service. Virtual Service Specialists will receive a combination of training programs and an ongoing training on the job. To succeed at Tesla, you must be an energetic and empowering team player, highly organized, and hardworking. You should have a passion for sustainable energy and the ability to create exceptional client experiences.

What You’ll Do

Interpret customer concerns and perform accurate and timely diagnosis, recommend a repair plan for either the Service Centres or Mobile Service, or prevent a service visit by resolving a concern via customer education or over-the-air solutions.
Make inbound or outbound calls to customers in order to accurately address customer concerns if necessary.
Provide the highest level of service customer experience by collaborating with Service Advisors (Front of House), Tesla Support and Sales, Service & Delivery (SSD) partners to ensure a consistent customer experience.
Collaborate with fellow technicians to provide solutions to highly complex and technically sophisticated issues and problems, while understanding the implications of your work.
Ensure that the diagnostic results and on-site repair plans are correctly documented and easy to understand.
Support the escalation of repairs using the various available tools to provide feedback to the relevant engineering/production departments; creating toolbox sessions with exact work instructions.
Demonstrate an excellent understanding of all Tesla vehicle systems and subsystems.
Collaborate and support fellow technician / service advisors / service manager to improve knowledge sharing and achieve the highest quality work in the most efficient manner possible. Receive and discuss feedback for continuous improvement and to maintain a high quality of diagnostic performed.
Participate in trainings on a regular basis and closely collaborate with technical teams to master the latest product information, theory of operations, and ensure efficiency with the latest diagnostic tools.
Drive customer satisfaction metrics by meeting and exceeding individual KPI targets. Drive process improvement by analysing the quantity and quality of the requests
Availability to work on additional responsibilities, as assigned, to meet business needs

What You’ll Bring

More than two years of work experience in automotive repair techniques, and relevant experience in a customer-facing role is a plus
Ability to read and interpret mechanical drawings and electrical schematics.
Good knowledge of methods, techniques, parts, tools, and materials used in the maintenance and repair of vehicles.
Motivation to work in a fast-paced, dynamic environment that constantly evolves to incorporate new technology and methods.
Passionate about Tesla’s mission to accelerate the world’s transition to sustainable energy.
Clear logic and attention to detail, especially the accuracy of system operations and data information
Demonstrated ability to be self-directed and work independently, with strong organization and documentation skills.
Ability to work and communicate effectively with team and peers across the organization.

Compensation and Benefits

Benefits

복지제도:

Tesla Korea는 모든 직원의 건강하고 행복한 직장 생활을 위해 경쟁력 있는 보상 패키지와 더불어 직원에게 다음과 같은 복리후생을 제공합니다.

WELLNESS

매해 종합건강검진 제공 및 건강검진휴가 부여
독감 예방 백신 접종
단체보험: 직원 본인관 배우자 및 자녀 대상
전문 상담 프로그램(EAP): 본인 및 가족 포함
경조 휴가, 비용 및 용품 지원
유급 병가
가족 돌봄 휴가
육아휴직
퇴직연금
4대보험 : 국민연금, 건강보험, 고용보험, 산재보험

GROWTH

선택적 복리후생
장기 근속 포상: Tesla의 특별 선물과 함께 유급 휴가 제공
직원 추천 포상금

ENGAGEMENT

eShop 직원 할인
입사 축하 선물
Tesla 유니폼(일부 특정 직무에만 해당)

Tesla의 정책에 따라 게재된 내용은 사전 통지 없이 변경/철회될 수 있으며 일부 자격 기준이 적용될 수 있습니다.

Tesla Korea provides the following benefits for employees in addition to a competitive compensation package, to foster a healthy and happy work life for all our employees.

WELLNESS

Annual Medical Check-up with one-day medical examination leave
Flu Vaccination
Group Insurance: Including Spouse and Children
Employee Assistance Program: Counselling program including families
Congratulations & Condolences leave and allowance
Paid Sick Leave
Family Care Leave
Parental leave
Defined Contribution Pension Plan
Social Insurance: NP(National Pension)국민연금, HI(Health insurance)건강보험, EI (Employment insurance)고용보험, OHSI(Occupational health and safety insurance)산재보험

GROWTH