VG
Volkswagen GroupProduct Support Engineer – Powertrain
Product Support Engineer focused on quality monitoring for Audi vehicles. Supporting effective repair processes and technical analyses for the automotive industry.
About the role
- Diagnose and resolve high-priority, complex technical issues reported by customers, ensuring timely resolution and high customer satisfaction
- Conduct thorough root cause analysis of recurring issues to identify and implement preventive measures
- Ensure high ticket productivity while maintaining a minimal backlog
- Manage and prioritize incidents and service requests using internal tools, ensuring compliance with service level agreements (SLAs)
- Serve as the main escalation point for critical issues and actively participate in customer calls as required
- Provide On Call support in rotation including weekends to provide support for incidents, alerts and monitoring as needed.
- Work with cross functional teams like Sales, Implementation, logistics, Engineering in driving resolution to critical customer issues and drive process improvement initiatives
- Mentor and provide guidance to junior support engineers, fostering a collaborative and learning-focused environment.
- Work closely with cross-functional teams, including engineering, product management, and sales, to address customer needs and feedback.
- Data driven approach in Identify opportunities for improving support processes and tools, and contribute to the development and implementation of enhancements.
- Participate in or lead projects aimed at improving support services, product features, and customer satisfaction
- Maintain deep expertise in the company’s products, services, and technologies, staying updated with the latest developments and industry trends.
Requirements
- 5-8 years of experience in technical support or a related field, with a strong background in troubleshooting and resolving complex technical issues for global customers in the product support space
- Deep understanding of API’s and Knowledge of database tables & SQL
- Proficiency in HTML, CSS, JavaScript and Microsoft excel and intermediate Python
- Ability to work independently with minimal supervision as a member of a team spanning across multiple cultures and time zones
- Outstanding verbal and written communication skills, with the ability to explain technical concepts to technical and non-technical audiences
- Excellent analytical and problem-solving abilities, with a proven track record of resolving complex technical issues.
- Strong customer service orientation, with a commitment to delivering exceptional support experience.
- Flexibility and agility with changing priorities and responsibilities in a fast paced environment
- Ability to create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices.
Benefits
- Hybrid - Bangalore
- We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
NI
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