DESCRIPTION :
Purpose of the role: Provide parts, technical, and diagnostic support, as well as related repairs to various users, ensuring prompt resolution of technical cases and minimizing repeat repairs. Deliver diagnostic assistance, technical information, and recommendations-primarily through the ticketing system, but also by phone-to Dealers, Approved Repairers, and Independent Operators, supporting them in resolving issues and achieving a "fix-it-right-the-first-time" approach.
* Provide technical support across various systems, focusing on parts and diagnostics and root cause analysis.
* Guide dealers through repair processes and ensure accurate case documentation.
* Research technical documentation, manuals, and resolution databases to support problem-solving.
* Collaborate with dealer technicians and internal agents to resolve complex technical issues.
* Monitor and manage backlog by following up on open cases.
* Ensure thorough analysis and complete information before escalating or reassigning cases.
* Support retailer staff by identifying educational needs and filling competence gaps.
* Build strong relationships with retailers and workshop teams to improve service effectiveness.
* Contribute to customer satisfaction by delivering high-quality diagnostic and repair support.
Code d'emploi : Technicien Helpdesk Niveau III (h/f)
Domaine professionnel actuel : Employés Support Informatique et Bureautique
Temps partiel / Temps plein : Plein temps
Type de contrat : Contrat à durée indéterminée (CDI)
Compétences : CAN Bus, Bases de Données, Logiciel de Gestion des Services d'Assistance, Enregistrement des Données / Enregistrement, Capacité d'Analyse, Sens de la Communication, Résolution de Problèmes, Sens du Service, Esprit d'Équipe, Assistance et Support Technique, Industrie Automobile, Amélioration des Processus d'Affaires, Service Client, Satisfaction Client, Voltmètre, Help Desk, Maintenance et Dépannage, Spécification des Exigences Fonctionnelles Client, Commerce de Détail, Documentation Technique, Informations Techniques, Triage, Analyse des Causes Principales (Root Cause Analysis), Manuels d'Instruction, Systèmes Électroniques, Oscilloscope, Capteurs, Actionneurs, Réalisation de Diagnostiques
Type d'annonceur : Employeur direct