The Technical Helpdesk Engineer Level 2 provides advanced technical support to dealer networks, acting as a subject-matter expert for complex diagnostic and repair issues. The role collaborates closely with Level 1 support,
Technical Departments, Engineering, Quality, and suppliers to resolve escalations, reduce repeat repairs, and improve post‑sales service quality.
This position directly impacts customer satisfaction, service lead times, first‑time‑fix rates, and dealer efficiency.
Key activities and responsibilities:
- Serve as the primary point of contact for Level 2 technical escalations from dealers and Level 1 support.
- Diagnose complex vehicle issues using OEM diagnostic tools (e.g., Diagbox, wiTECH) and interpret electrical schematics to guide accurate repairs.
- Provide expert guidance on one or more domains: chassis/body, telematics and multiplexing (including OTA updates), low‑emission vehicles (LEV/PHEV), gasoline/diesel powertrains, and transmissions.
- Coordinate with Engineering, Quality, and suppliers to validate root causes, define corrective actions, and contribute to field fixes and technical bulletins.
- Analyze case trends to identify systemic issues; recommend preventive measures and knowledge base updates.
- Support dealer workshops with structured troubleshooting steps, repair procedures, and parts recommendations to improve first‑time‑fix.
- Create and deliver technical communications and training (remote and on-site) to elevate dealer technical capability.
- Maintain accurate case documentation, including diagnostics performed, measurements, test results, and repair outcomes.
- Monitor KPIs (case resolution time, repeat repair rate, customer satisfaction, warranty cost impact) and drive continuous improvement initiatives.
- Ensure compliance with safety, quality standards, and OEM procedures during all support activities.
- Collaborate cross‑functionally to improve serviceability of new products and contribute feedback to product development.