Service Virtual Service Specialist

As a Virtual Service Specialist at Tesla, you play a crucial role in providing an exceptional service experience to our owners. Your primary responsibility is to remotely diagnose concerns before each vehicle arrives for service, ensuring a quick resolution and minimizing service visits. By leveraging your expertise, you have the opportunity to prevent service visits entirely through over-the-air solutions. Your decisions during the diagnosis process will directly impact the overall visit experience for our owners, contributing to our mission of accelerating the world's transition to sustainable energy. Key Responsibilities: - Interpret customer concerns and conduct accurate and timely diagnoses, recommending repair plans or over-the-air solutions - Communicate effectively with customers via inbound or outbound calls to address their concerns - Collaborate with Service Advisors, Tesla Support and Sales, and Service & Delivery partners to ensure a consistent customer experience - Work with fellow technicians to solve complex technical issues, documenting diagnostic results and repair plans effectively - Support repair escalation processes by providing feedback to engineering/production departments and creating toolbox sessions with detailed work instructions - Demonstrate a deep understanding of all Tesla vehicle systems and subsystems - Engage in continuous training to stay updated on product information and diagnostic tools - Drive customer satisfaction metrics and process improvement initiatives by meeting individual KPI targets and analyzing requests Qualifications Required: - More than two years of work experience in automotive repair techniques, with customer-facing experience being a plus - Proficiency in reading and interpreting mechanical drawings and electrical schematics - Strong knowledge of maintenance and repair methods, tools, and materials for vehicles - Enthusiasm for working in a fast-paced environment that embraces new technology and methods - Commitment to Tesla's mission of sustainable energy transition - Excellent attention to detail, logical thinking, and accuracy in system operations and data information - Ability to work independently, prioritize tasks, and maintain strong organization and documentation skills - Effective communication and collaboration skills to work with peers and teams across the organization At Tesla, we value your dedication to delivering outstanding service and your passion for sustainable energy. Join us in creating an innovative service experience that reflects our commitment to excellence and customer satisfaction.,