Car Repair Assistance

Summary

Join Bosch Service Solutions in Lisbon and contribute to providing innovative solutions for customers. Respond to technical support requests via calls and emails, analyze technical problems with vehicles, and provide assistance. Achieve a 50% first-level resolution rate within six months and 70% within a year. Follow defined work instructions and escalation processes, track incidents, and maintain communication with colleagues and other Bosch sites. Input into FAQs and the knowledge database is also required. The role requires a willingness to work both in the office and remotely.

Requirements

• Education: Completed vocational education as a master mechanic, automotive mechatronics technician (mechanics and/or electronics), automotive service technician or country equivalent certificate
• Experience and know-how: Minimum 1-3 years of experience working in workshops with cars and/or LGV/HGV
• Languages: Spanish oral and written communication skills level C1 (minimum) required and English oral and written communication skills level B2 (minimum) required
• A team player who is 100% service and solutions focused
• Methodical troubleshooting skills required
• Soft skills required: Customer orientation, professional communication, able to work well in difficult situations

Responsibilities

• Respond to all calls, emails, and common requests for technical 1st level support
• Analyse technical problems (root cause analysis) with cars and/or, light goods vehicles (LGV) and/or, heavy goods vehicles (HGV) of all brands and provide technical assistance to customers by all existing communication channels
• 1st level resolution rate: 50% after 6 months, 70% after 12 months
• Follow defined work instructions and escalation processes for all possible types of incidents
• Track all incidents in our internal incident management system
• Maintain communication with other Bosch sites, departments, and colleagues who are engaged into the support processes
• Input for FAQ and knowledge database
• Establish good relationships with colleagues and customers in order to achieve a correct flow of information
• Willingness to work in the office and/or remote according to business needs

Preferred Qualifications

• Basic knowledge of IT systems would be an advantage
• Professional experience in a customer facing position would be an advantage
• Other additional European languages are a plus

Benefits

• Flexible work conditions
• Hybrid work system
• Exchange with colleagues around the world
• Health insurance and medical office on site
• Training opportunities
• Opportunities for career progression and continuous professional development
• Access to great discounts in partnerships and Bosch products
• Sports and health related activities
• Great access to public transports
• Free parking lot
• Canteen