Key Responsibilities
Key Responsibilities
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Initial Vehicle Diagnostics
Initial Vehicle Diagnostics
Performing initial vehicle diagnostics by accurately identifying warning indicators and assessing reported issues. Quickly accessing technical manuals and knowledge bases to resolve simple cases remotely when possible, and classifying incidents as technical or non-technical to determine the most appropriate assistance strategy and service type.
Roadside Assistance Coordination
Roadside Assistance Coordination
Providing roadside assistance support by coordinating on-site technical assistance, arranging unplanned workshop visits, or dispatching towing services, while considering customer preferences, coverage eligibility, and case-specific conditions to ensure timely and high-quality case resolution.
Customer Case Management
Customer Case Management
Managing customer cases via email, including service inquiries, coverage-related questions, and case status updates. Creating and coordinating appointments with authorized dealers and workshops, handling vehicle repatriation cases when required, and ensuring efficient case progression in line with service guidelines and customer expectations.
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