Technical Support Specialist in Frankfurt am Main

The Company

We are Zeekr, built on a decade of European experience. We are a premium electric vehicle and technology solutions brand from Geely Holding Group, one of world’s largest automotive companies. Our goal and vision is to accelerate the shift to fully electrified mobility. We are committed to driving the future of transportation with cutting-edge technology and a customer-centric approach.

The role

Our German team is looking for an Technical Support Specialist who will be part of building our after sales business in ZEEKR Germany. At ZEEKR, we build strong relationships with our customers and partners by offering outstanding service and guidance through the chain.

Responsibilities

• Operational support: Deliver technical support in the first line. If needed, support the Authorized service workshop. Training on the job, increase the knowledge and skills of the Master Technicians in the Authorized Network. Offer continuous support and guidance, addressing technical inquiries and service-related challenges. Provide Training: Follow the train the trainer sessions at Zeekr EU and conduct technical training to the Authorized Network including translations, on new products, technical training, technical updates and service protocols. Offer continuous support and guidance, addressing technical inquiries and service-related challenges and use these in the trainingBuild and Strengthen Relationships: Foster and maintain strong relationships with the aftersales teams within our partner network across Germany. Collaborate to ensure alignment with our after-sales service standards and customer satisfaction goals. Monitor Technical Support Performance Metrics: Establish and monitor Technical support performance indicators (KPIs) Analyze data to identify trends, areas for improvement, and opportunities to enhance the Technical support first line experience. Follow up on Technical support requests within the guidelines to and from the German NetworkCollaborate on Product Improvement: Gather feedback from after-sales teams and customers to contribute to the continuous improvement of our products and services. Collaborate with cross-functional teams to implement product enhancements based on after-sales insights. Support NSC Customer Care department: Support the incoming requests from the Authorised Service Workshops to the Customer Care Department with Parts and warranty items.

To be successful in the role you will demonstrate:

• Extensive experience in Technical support and diagnostic trouble shooter within the automotive industry, gained via OEM / NSC or big dealer holdingPassionate and inspiring technical trainer with up-to-date knowledge of the latest technologyTechnical trainer backgroundHV Certified to be able to demonstrate and deliver trainingProven experience in building and maintaining strong relationships for a premium automotive brand, specifically within the Aftersales areas. Excellent technical problem-solving skills with the ability to address complex technical issues and provide effective solutions. Exceptional communication and presentation skills in German, good level of English.

Company culture

To thrive at Zeekr we believe that you have the courage to lead with trust and care and you don’t mind getting your hands dirty. You are highly innovative and have a great ability to adapt and perform in a constantly changing, fast-paced, highly demanding work environment. Like us, you believe it’s important to have a passion to work in an international and multicultural environment with the desire and ability to embrace the diversity of people, perspectives, and styles.

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