After-sales Technical Support Specialist

Role Overview

The Technical Support Specialist supports the Spanish dealer network by providing day‑to‑day technical assistance, ensuring accurate diagnosis, timely issue resolution, and correct application of technical standards. Reporting to the Technical & Quality Manager, the role plays a key part in maintaining service quality, supporting warranty accuracy, and feeding field information back to HQ.

Key Responsibilities

Dealer Technical Support

• Provide first‑ and second‑level technical support to dealers via hotline and case management systems. Onsite technical support
• Support diagnosis and repair of complex vehicle issues across ICE, EV, ADAS, and connected systems. GWMT-PC Scanner, EPCTIS Platform
• Ensure accurate, timely technical guidance in line with approved repair procedures.
• Vehicle return, vehicle replacement, vehicle buyback

Technical Case Management & Escalation

• Manage dealer technical cases from initial submission through resolution.
• Collect and validate technical data (diagnostic logs, photos, reports) prior to escalation.
• Escalate unresolved or complex issues to the Technical & Quality Manager and HQ following defined processes. critical customer complaints and market public sentiment, Initial quality problems of new models at the early launch stage

Technical Documentation & Feedback

• Support the creation, localisation, and distribution of Technical Service Bulletins (TSBs). Service / Technical / Recall Campaign Notification
• Ensure dealers are informed and aligned with the latest technical updates and repair instructions.
• Provide structured feedback from the field to support quality improvement and root cause analysis.

Warranty & Quality Support

• Support warranty claim accuracy by reviewing technical justification and repair documentation when required. Labor hours evaluation and correction
• Identify recurring issues or incorrect repair practices and highlight risks to management.
• Contribute to quality investigations and dealer corrective actions.

Recalls, Campaigns & Training Support

• Provide technical support to dealers during recalls and service campaigns.
• Assist with technical aspects of training activities, including workshop support and launch readiness.
• Actively maintain technical knowledge aligned with new model introductions and technology updates.

Qualification

• 7 plus years experience in automotive technical support, diagnostics, or workshop operations
• Strong technical understanding of modern vehicle systems (EV, ADAS, electronics)
• Structured problem‑solving and clear technical communication skills
• Dealer‑facing mindset with strong customer focus
• Comfortable working with case management and diagnostic systems
• Fluent Spanish; working English required