דרושים Field Service Technician ב-Tesla ב-India, Mumbai

Our Service Managers must deliver excellent results and achieve goals month after month, quarter after quarter, on all aspects of customers, people, operations, and financials.

• Customer focused: Our customers are changing the world, and it is your responsibility to exceed their expectations of what a service experience should be. We expect you to exude energy and enthusiasm not only by going above and beyond for our existing customers, but also when engaging with new customers. You will actively monitor customer service trends to make necessary improvements, and assist the team in developing appropriate standards and processes to continuously elevate the overall service experience. The ideal candidate is solution oriented, demonstrating a high ability to identify root cause of problems and develop solutions when faced with adversity.

• People: Our Service Managers are people developers, thus should possess the ability to inspire! We expect you to be 100% committed to the success of your team, and actively involve yourself in your team members’ growth and development. Your team will look to you to set the standard for open communication, active problem solving, and a positive work environment. We will look to you, and your ability to coach and teach, to build a team of top talent and mentor the next generation of Tesla leaders. Our Service Managers are the coaches of their teams – you must provide regular coaching and feedback, and have a deep knowledge of your team’s strengths and opportunities. You will be responsible for leading change and inspiring your team every day.

• Operational excellence: As a Service Manager, you must understand and own every aspect of your service center’s performance. You will be responsible for driving continuous improvements to facilitate exceptional team output and customer service by partnering with operations teams on strategic execution. We expect you to champion safety, efficiency, quality, and overall excellence in all of your actions and decisions.

• Financials: Service Managers are expected to understand our business, know their numbers and lead the center’s daily operations to achieve specific goals in quality, productivity, output, cost as well as revenue / margin where applicable.

• Our Service Managers act in the best interest of Tesla by demonstrating sound judgment. You must have a passion for our mission, our people, and our customers.

• Technical acumen is required – you must develop a knowledge of all Tesla products, as well as Service systems, processes, and procedures.

• Attitude and approach is everything. You must:
• Be a leader and a team-player.
• Take ownership, and create a culture of accountability
• Love to change the status quo and work well in high-pressure situations. Exceptional prioritization and time management skills are essential for success.
• Be strategic and proactive. You must think and plan ahead to give your team the tools they need to be successful.
• Be self-aware, flexible and open-minded.
• Possess a rare combination of mental agility, analytical thinking, hands-on problem solving, and a customer-service mindset.
• Be an advocate for your customers and your team. Your success depends on theirs.
• Be authentic, be real!
• Must be fluent in English and other local languages
• Professional experience: Prior leadership experience in a service-focused industry. Automotive expertise is not a must.

· Answer Phone Calls, Emails and Drive In’s to address any customer concern with the highest level of response and attention

· Return missed phone calls, email within shortest possible time

· Determine if technical solution can be resolved over the phone; escalate immediately to Shop Foreman / Service Manager to provide immediate attention

· Accurately record issues and data into system. Attention to detail critical

· Conduct Transactions w/ system; walk customer through correction and provide summary.

· Communicate estimated completion time, regular updates and follow through on each customer vehicle.

· Coordinate the detail of every vehicle prior to delivery.

· Coordinate the delivery time or pick up with each customer.

· Follow up with Customer on services provided; ensure they are satisfied with the work performed.

· Methods, techniques, parts, tools and materials used in the maintenance and repair of vehicles

· Operation and maintenance of a wide variety of hand power tools, shop tools, and automotive and electrical test equipment

· Understanding of basic automotive techniques related to repair and servicing of automobiles

· Ability to follow oral and written instructions with attention to detail

· Willingness to learn new and innovative automotive technologies

· Establish and maintain cooperative working relationships with those contacted in the course of work to include the public

· Perform detailed daily record keeping and reporting

· Effectively handle multiple priorities, organize workload, and meet deadlines

· Work in a team-based environment and achieve common goals

· Dealer Management System(s), Outlook, and MS Office

· Associate Degree or certificate in Automotive Technology, preferred

· Retail automotive service experience, preferred

· Fluency in English and local languages

· Performs entry-level work in the inspection, repair, and service of Tesla electric vehicles

· Operate a variety of hand, power, and shop tools

· Perform equipment inspections, adjustments and certifications

· Perform Pre-Delivery Inspections (PDI) of new cars

· Maintain records of time, expenses and materials

· Order shop supplies and parts as and when needed

· Perform other related duties as assigned

· Help maintain cleanliness of vehicles and service center

· Effectively handle multiple priorities, organize workload, and meet deadlines

· Support journeymen technicians as needed

· Support sale events when required

· Methods, techniques, parts, tools and materials used in the maintenance and repair of vehicles including testing, diagnosis, HVAC service, hydraulic, brakes, testing and repair of electronic systems and modules

· Operation and maintenance of a wide variety of hand and power tools, shop tools, test equipment

· Automotive equipment and servicing methods

· Experience using scan tools, following diagnostics and operating scopes/DVOM equipment

· Chemicals and lubricants used in automotive servicing

· Degree or Certificate from a Technical school / University program in Automotive Technology or equivalent experience

· 1-3 yrs experience in a dealership environment, 3-5 years in the automotive industry

· Factory Trained Status / OEM Training, Hybrid Experience a plus

· Certification to repair A/C systems and handle refrigerant desired

· Valid driver’s license and insurance required

· Excellent oral and written communication skills as well as the ability to follow instructions required

· Ability to establish and maintain cooperative working relationships with those contacted in the course of work, including the public

· Maintain and perform top level professional integrity and appearance as an automotive technician

· Provide day-to-day delivery and technical support for end-users of desktop applications, telephones, handheld email devices, printers, computer hardware, mobile device, AV system and familiar with retail store support via Ticketing and Phone support and onsite support as required

· Support Windows and MAC

· Diagnose and troubleshoot computer and general network issues

· Provide timely resolution of end user problems as per SLA

· Provide support for field personnel remote communications and connectivity

· Basic administration of phone systems

· Perform other duties as required by company management and outside business associates

· Exercise independent judgment consistent with department guidelines / standards

· Organize and prioritize workflow and to meet established timeframes

· Maintain updated knowledge of policies, procedures, products and activities of assigned area

· Participate in on call activities and follow escalation process to provide 24/7 support on weekdays and weekend

· Ability to troubleshoot and resolve issues with PC’s, Powerful Workstations, Laptop hardware and software onsite and remote

· Knowledge of Windows and OS X environment and computer hardware and software at an intermediate or advanced level

· Experience in provisioning & support with Avaya VOIP hardware/software or an equivalent VOIP ecosystem

· Must have experience working with ticket-based systems for registering incidents and requests

· Knowledge of IP networks, DNS, DHCP and experience with troubleshooting all aspects of wired and wireless configurations

· Experience with MS SCCM/Jamf or equivalent computer imaging

· Experienced in remote customer support including wireless LAN access, VPN, DSL, and Cable services

· Experience in Backups, Active Directory, O365, and Windows server environment

· Configure & troubleshoot endpoint devices, operating system, POS, desktop / kiosk applications, telephony, and all IT hardware located at site

· General knowledge of AV system support including, operation, installation, and configuration of projectors, amplifiers, AV matrix routers, control systems and touch panels

· Excellent oral and written communication skills and able to communicate, read, and write effectively in English and other local language

· Excellent customer service skills, strong attention to details with excellent follow up

· General understanding of server computing, networking, phone setup- support, storage, virtualization, and business applications

Our Service Managers must deliver excellent results and achieve goals month after month, quarter after quarter, on all aspects of customers, people, operations, and financials.

• Customer focused: Our customers are changing the world, and it is your responsibility to exceed their expectations of what a service experience should be. We expect you to exude energy and enthusiasm not only by going above and beyond for our existing customers, but also when engaging with new customers. You will actively monitor customer service trends to make necessary improvements, and assist the team in developing appropriate standards and processes to continuously elevate the overall service experience. The ideal candidate is solution oriented, demonstrating a high ability to identify root cause of problems and develop solutions when faced with adversity.

• People: Our Service Managers are people developers, thus should possess the ability to inspire! We expect you to be 100% committed to the success of your team, and actively involve yourself in your team members’ growth and development. Your team will look to you to set the standard for open communication, active problem solving, and a positive work environment. We will look to you, and your ability to coach and teach, to build a team of top talent and mentor the next generation of Tesla leaders. Our Service Managers are the coaches of their teams – you must provide regular coaching and feedback, and have a deep knowledge of your team’s strengths and opportunities. You will be responsible for leading change and inspiring your team every day.

• Operational excellence: As a Service Manager, you must understand and own every aspect of your service center’s performance. You will be responsible for driving continuous improvements to facilitate exceptional team output and customer service by partnering with operations teams on strategic execution. We expect you to champion safety, efficiency, quality, and overall excellence in all of your actions and decisions.

• Financials: Service Managers are expected to understand our business, know their numbers and lead the center’s daily operations to achieve specific goals in quality, productivity, output, cost as well as revenue / margin where applicable.

• Our Service Managers act in the best interest of Tesla by demonstrating sound judgment. You must have a passion for our mission, our people, and our customers.

• Technical acumen is required – you must develop a knowledge of all Tesla products, as well as Service systems, processes, and procedures.

• Attitude and approach is everything. You must:
• Be a leader and a team-player.
• Take ownership, and create a culture of accountability
• Love to change the status quo and work well in high-pressure situations. Exceptional prioritization and time management skills are essential for success.
• Be strategic and proactive. You must think and plan ahead to give your team the tools they need to be successful.
• Be self-aware, flexible and open-minded.
• Possess a rare combination of mental agility, analytical thinking, hands-on problem solving, and a customer-service mindset.
• Be an advocate for your customers and your team. Your success depends on theirs.
• Be authentic, be real!
• Must be fluent in English and other local languages
• Professional experience: Prior leadership experience in a service-focused industry. Automotive expertise is not a must.