Sr. SME, Operations
Core
Technical expert providing real-time support, diagnosis, and training for frontline agents handling luxury automobile customer issues.
Role type
Senior Subject Matter Expert (Automotive Operations)
Builds
Technical training programs, knowledge base updates, and diagnostic insights for luxury car brands.
Domain
Automotive industry (luxury vehicles, ICE, hybrid, electric)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Certified diagnostic expert, Certified maintenance technician, hands-on luxury automobile experience, root cause analysis, technical training design, data analysis from contact center, stakeholder collaboration
Preferred skills
MBIL dealer experience, B-Tech in Automobile, competitor market knowledge
Technologies
Internal combustion engine systems, hybrid/electric vehicle technologies, Excel
Responsibilities
Coordinate with client teams and advisors, handle escalations, provide real-time technical support for automobile issues, connect with customers to diagnose problems, create and design training for frontline agents, maintain and update knowledge base, conduct knowledge tests, generate regular reports on insights and challenges
Seniority
Senior, hands-on IC