Service Virtual Service Specialist

Role Overview: As a Virtual Service Specialist at Tesla, you will play a crucial role in providing an industry-leading experience for Tesla owners. You will serve as Tesla's front line and brand ambassador, contributing to the mission of accelerating the world's transition to sustainable energy. Your primary responsibility will be to remotely diagnose concerns before each vehicle arrives for service, ensuring a quick return of owners back behind the wheel. Your expertise in performing over-the-air resolutions may prevent service visits entirely, impacting every aspect of the visit and enhancing the overall experience for Tesla owners. You will receive comprehensive training programs and continuous on-the-job training to excel in this role. To thrive at Tesla, you must be an energetic team player, highly organized, hardworking, and passionate about sustainable energy. Key Responsibilities: - Interpret customer concerns and conduct accurate and timely diagnoses, recommending repair plans or over-the-air solutions to prevent service visits. - Make inbound or outbound calls to customers to address concerns effectively. - Collaborate with Service Advisors, Tesla Support and Sales, and Service & Delivery partners to ensure a consistent customer experience. - Work with fellow technicians to provide solutions to complex technical issues, ensuring accurate documentation of diagnostic results and repair plans. - Support repair escalation and provide feedback to engineering/production departments, participating in trainings to stay updated on product information and diagnostic tools. - Drive customer satisfaction metrics by meeting individual KPI targets and analyzing requests for process improvement. - Be willing to take on additional responsibilities as needed to meet business requirements. Qualifications Required: - More than two years of work experience in automotive repair techniques, with customer-facing experience being a plus. - Ability to read and interpret mechanical drawings and electrical schematics. - Good knowledge of maintenance and repair methods, techniques, parts, tools, and materials used in vehicles. - Motivation to work in a fast-paced, evolving environment focused on new technology and methods. - Clear logic, attention to detail, and accuracy in system operations and data information. - Self-directed with strong organization and documentation skills, and effective communication and collaboration abilities across teams.,