Operations Support Specialist

The Operations Support Specialist (eTrucks Service Support) will be responsible for providing comprehensive technical support for BYD electric trucks. This role includes diagnosing and troubleshooting vehicle issues, guiding customers through maintenance and repair processes, and ensuring adherence to safety protocols. Additionally, this position will work closely with the central training team to provide second-level technical support and develop training materials. The ideal candidate will have a strong background in automotive technology, particularly in electric vehicles, and excellent communication skills.
Key Responsibilities:

Technical Support:

1. Provide second-level technical assistance and troubleshooting support for BYD electric truck issues.
2. Diagnose problems using vehicle diagnostic tools and recommend solutions.
3. Assist customers in understanding vehicle functions and maintenance needs.

Collaboration with Central Training Team:

1. Work in line with the central training team to ensure consistent and accurate technical support.
2. Contribute to the development and updating of training materials, including manuals, presentations, and videos.
3. Participate in regular meetings with the central training team to discuss common issues and improvements.

Customer Service:

1. Respond to customer inquiries via phone, email, or video conferencing.
2. Provide clear and concise instructions for vehicle operation and maintenance.
3. Address customer complaints and escalate issues as necessary.

Maintenance and Repairs:

1. Guide customers through standard and complex maintenance procedures.
2. Provide detailed explanations of repair processes and necessary parts replacements.
3. Ensure that all maintenance and repair activities comply with BYD standards and protocols.

Safety and Compliance:

1. Advise customers on high voltage safety measures and emergency rescue procedures.
2. Ensure compliance with safety regulations and proper use of personal protective equipment (PPE).
3. Stay updated on the latest safety protocols and technical updates from BYD.

Documentation and Reporting:

1. Maintain accurate records of customer interactions and technical issues.
2. Prepare detailed reports on common problems and their resolutions.
3. Provide feedback to the technical and engineering teams to improve product quality and service procedures.

Qualifications:

• Bachelor's degree in Automotive Technology, Mechanical Engineering, or a related field.
• Minimum of 3 years of experience in automotive repair and maintenance, with a focus on electric vehicles.
• Experience in customer service and technical support roles is preferred.
• Strong diagnostic and problem-solving skills.
• Proficient in the use of automotive diagnostic tools and software.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical customers.
• Strong organizational and record-keeping skills.
• High Voltage Safety certification (preferred).
• Valid driver's license.
• Office and field environments.
• Occasional travel to customer sites or training facilities.
• Use of standard office equipment and diagnostic tools.
• Physical Requirements:
• Ability to lift and move heavy equipment and tools as required.
• Prolonged periods of sitting, standing, and walking.

We offer:

• Performance and experience-based competitive remuneration, pension plan.
• 25 holidays + option to purchase 5 extra holidays.
• Commuting allowance.
• Department & company-wide teambuilding events.
• An exciting opportunity to lead the European transition to Zero Emissions transportation and de-carbonization of the economy.
  

Our Purpose is to build a zero-emission future that reconnects humanity with nature and a World of clean air. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team 🌏