Head of Technical Assistance

Description

Job Summary: Lead and coordinate the technical support strategy for the dealer network, ensuring repairs comply with standards, high customer satisfaction, and continuous improvement. Key Responsibilities: 1. Lead and coordinate technical support for dealers. 2. Collaborate with Customer Service and the Legal Department on complex cases. 3. Act as the technical reference and represent the company in meetings. Job Description **Job Mission** --------------------- Lead and coordinate the technical support strategy for the dealer network, ensuring repairs are carried out in accordance with internal and factory standards. Ensure high levels of customer satisfaction, cost optimization, and continuous improvement of product quality and technical processes, representing the organization before internal and external stakeholders. **What will your day-to-day look like?** ---------------------------- **1\. Strategic Leadership and Coordination** * Lead and supervise technical support provided to dealers, ensuring efficient operations, agile solutions, and reliable repairs that optimize cost and time. * Coordinate the internal technical team, setting priorities, allocating resources, and ensuring correct execution of processes established by the factory and the organization. **2\. Interdepartmental Relationship Management and Conflict Resolution** * Collaborate with the Customer Service Department to analyze complex complaints, defining resolution strategies and providing key technical information. * Lead technical investigations in cases with legal implications (fires, accidents), providing technical criteria and supporting the Legal Department in decision-making. **3\. Quality Management and Continuous Improvement** * Supervise and coordinate quality investigations, consolidating data and reports for submission to the factory and driving technical improvements in vehicles. * Ensure dealers have appropriate tools, equipment, and technical resources, coordinating their definition, updating, and distribution. **4\. Strategic Technical Advisory** * Act as the technical reference for various departments within the organization, providing specialized guidance and ensuring accurate transmission of product knowledge. * Ensure the availability, updating, and distribution of relevant technical information across the entire dealer network. **5\. Institutional Representation** * Represent the company in national and international technical meetings with HME/HMC, acting as spokesperson for the department when the direct supervisor is unable to attend. * Lead or participate in weekly Quality and Technical Assistance videoconferences (GSSC) with European subsidiaries to align procedures and share best practices. **6\. Communication and External Relations** * Coordinate communication of technical topics to specialized press and other media, ensuring clear and technically rigorous messaging. * Serve as a key liaison between the organization and dealers, ensuring smooth and professional communication. **What Are We Looking For?** ------------------ **Education**: Bachelor’s degree in Engineering. Mechanical/Automotive Engineering preferred. **Computer Tools**: Advanced Office (Excel); knowledge of technical support tools is desirable. **Languages**: English – C1 level **Experience:** ---------------- * Experience with manufacturer technical procedures, bulletins, diagnostics, technical information systems, etc. * Experience leading or coordinating technical teams. * Leadership of cross-functional projects: quality campaigns, technical investigations, implementation of new tools or processes. **What Do We Offer?** ---------------------- * Competitive remuneration comprising fixed \+ variable components. * Remote work policy and flexible working hours. * A €3,000 allowance that can be used for flexible benefits (meal vouchers, public transport, health insurance, training, or parking). * Life insurance. * Company car. * Exclusive employee benefits for vehicle leasing and loan services. * English language program offered by the company. * And on office days, free coffee and fruit. Information at a Glance Posting Start Date: 27/03/2026 Location: Spain Level of Experience: Executive Employment Type: Permanent Function: Aftersales Subfunction: Technical Service