Technical Helpdesk Agent Level 2 - Automotive
Core
Provide advanced technical support to dealer networks for complex diagnostic and repair issues, acting as a subject-matter expert to resolve escalations and improve post-sales service quality.
Role type
Senior IC automotive technical support specialist (Level 2)
Builds
Field fixes, technical bulletins, and knowledge base updates for automotive OEMs
Domain
Automotive aftersales and diagnostics
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Advanced automotive diagnostics, OEM diagnostic tools (Diagbox, wiTECH), electrical schematic interpretation, root cause analysis, cross-functional collaboration, technical training delivery, KPI monitoring
Preferred skills
Experience in chassis/body systems, low-emission vehicles (LEV/PHEV), telematics, OTA updates, creating technical guidance content
Technologies
Diagbox, wiTECH, MS Office/Google Workspace, service portals, case management tools
Responsibilities
Diagnose complex vehicle issues using OEM tools and interpret electrical schematics; coordinate with Engineering and suppliers to validate root causes; analyze case trends to identify systemic issues; support dealer workshops with troubleshooting steps and repair procedures; create and deliver technical communications and training; maintain accurate case documentation; monitor KPIs and drive continuous improvement initiatives
Seniority
Mid-Senior, hands-on IC