Senior Technical Support Engineer - CDMX

GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.

From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at www.gpstrategies.com.

Job Summary

We are looking for a Technical Service Engineer to join our team in the automotive area. The ideal candidate should have strong English language skills and extensive experience in the automotive technical support area. You will be responsible for providing technical advice, remote assistance, quality assurance, and performing analysis and reporting to ensure customer satisfaction and efficiency in repair processes.

Main Activities: 

• Train authorized  dealer technicians with expert level guided diagnostics to ensure prompt vehicle repair.
• Document and report technical faults detected in products and diagnostic tools.
• Advise technical support team and dealers.
• Provide consultancy on support cases related to customer complaints and previous warranty repairs. 
• Provide remote support to the Dealer network technical team based on repair manuals.
• Provide support to the field team.
• Send informative bulletins with repair process improvements, tool updates, etc.
• Follow up on remote repair processes.
• Establish indicators of effective repairs with no returns due to misdiagnosis.
• Keep track of technical needs, special equipment and tools of  service workshops.
• Develop and implement improvement plans for the indicators mentioned in the previous points.
• Maintain a detailed log of all physical and remote contacts with authorized workshops.
• Detect trends in types of repairs per car, geographic area, etc.
• Generate weekly reports according to the needs as they arise concerning technical support.

Requirements:

• Degree in Mechanical Engineering, Automotive Engineering or related field.
• Previous experience in automotive technical support.
• English language proficiency.
• Exceptional communication skills and ability to work as part of a team.
• In-depth knowledge of Volvo products and diagnostic tools.

Key Skills:

• Team work.
• Customer oriented.
• Creativity and innovation.
• Interpersonal communication.
• Organizational skills.
• Data analysis and reporting skills (intermediate-advanced Excel).
• Critical thinking.
• Problem solving.
• Written and spoken expression (intermediate-advanced Spanish and English).
• Active listening and follow-up.

With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature! Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.

GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.

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