Technical Support Manager

Embark on a career at CARSOME, where our vision is to create the most trusted vehicle ownership ecosystem that is driven by technology and data. Join us in our mission to deliver unparalleled peace of mind to customers throughout their pre-owned vehicle ownership experience. At CARSOME, we are guided by values that prioritize our customers, encourage collaborative problem-solving, strive for continuous improvement, and foster bold yet thoughtful innovation. We're committed to efficient, humble leadership and taking ownership in our roles, always aiming to positively impact our employees, customers, and community.

Your scope :

• The Technical Support Manager will be responsible for ensuring the smooth operation of After Sales and Service Operations by providing technical support and guidance across multiple brands. 
• This role includes addressing technical issues, making key decisions, and overseeing all technical matters from after-sales support to guiding the operational team. 
• The Technical Support Manager will lead a technical team, provide strategic direction, conduct relevant training, and continuously improve departmental capabilities.

Your Day-to-Day :

• Provide Strategic Leadership: Set technical direction and priorities for your team, ensuring alignment with broader business goals.
• Issue Resolution: Address any technical problems that arise, coordinating with the team to diagnose and resolve issues promptly.
• Team Leadership: Manage, coach, and mentor the technical support team, ensuring they have the skills and training needed for optimal performance.
• Training & Development: Conduct training programs for the team on multi-brand vehicle technical skills, ensuring they remain up-to-date with the latest technologies.
• Collaboration: Work closely with other departments, including Operations, Sales, and Service teams, to ensure seamless support and communication across functions.
• Process Improvement: Proactively identify opportunities to enhance technical processes, recommend changes, and collaborate with other stakeholders to implement improvements.
• Customer Interaction: Handle escalated customer complaints or technical issues, analyze the situation, and work with service centers to provide effective solutions.
• Reporting & Communication: Prepare regular reports for senior management on team performance, technical challenges, and proposed improvements, ensuring transparency and continuous improvement.
• Technical Meetings: Represent the After Sales department in technical meetings, presenting data and making recommendations to improve service operations.
• Extended Warranty Program :  Coordinating technical support efforts to minimize issues, maintain product quality, and ensure customer satisfaction.
  

Key Responsibilities :

• Provide strategic technical leadership and support to achieve business objectives and foster technical development.
• Develop and maintain specialized technical knowledge to ensure the department provides accurate and up-to-date technical direction.
• Propose process improvements and new methodologies to enhance departmental capabilities, collaborating with other departments as needed.
• Lead the prompt resolution of technical issues, coordinating resources and providing interim containment solutions when necessary.
• Conduct relevant technical skill training for the team, covering multi-brand vehicle support, and assist in process planning.
• Participate in technical meetings on behalf of the After Sales division, compiling and presenting relevant data.
• Escalate issues to senior management transparently, identifying and managing risks effectively.
• Make recommendations and presentations to the business, translating technical details into actionable insights for broader understanding.
• Address escalated customer issues or complaints, analyze them, and liaise with respective outlets to ensure resolution.
• Prepare detailed reports for management, providing insights, technical recommendations, and updates on departmental performance.
• Oversee the investigation and resolution of technical issues arising from extended warranty claims, ensuring root causes are identified and addressed effectively.
• Ensure accurate technical assessments are made when validating customer claims, minimizing potential abuse of the warranty program while ensuring fairness to customers.
• Liaise with service teams and technical staff to provide guidance on repair standards and methodologies for covered products, ensuring consistency in repair quality.

Your Know-How : 

• Proven experience in a technical support or similar role within the automotive industry, with multi-brand experience being a plus.
• Strong leadership skills with experience in managing and training technical teams.
• Excellent problem-solving abilities, with a focus on swift issue resolution.
• Ability to communicate technical information clearly to both technical and non-technical stakeholders.
• Experience in process improvement and operational efficiency strategies.
• Strong organizational skills with the ability to manage multiple priorities effectively.