Technical Advisor

About the role

The Technical Advisor provides expert support for vehicle diagnostics and repairs, acting as the bridge between customers, authorized service partners and internal departments. The role combines hotline assistance, on‑site visits and coaching to ensure fast, high‑quality resolutions.

Key responsibilities

• Handle technical cases from the Network Assistance Center, determining the appropriate support level (phone, remote, on‑site, workshop or manufacturer).
• Visit Authorized Service Partners (ASPs) to diagnose and resolve issues efficiently.
• Interact with customers to explain complaints, diagnoses and repairs in coordination with ASP managers.
• Coach ASP staff on diagnostic methodology, analysis and use of information sources.
• Support deployment of known solutions to improve Fixed First Visit (FFV) rates.
• Monitor complex cases through special workshops, ensuring quality checks and final approvals.
• Escalate unresolved issues to the Manager Technical Operations when needed.
• Provide internal and external technical support, sharing validated solutions with Customer Care, Press, Sales and other departments.
• Document every case in TIPS, update visit lists and share solutions with ASPs.
• Participate in legal and fire‑related expert assessments upon request.

Required profile

• Bachelor’s degree in Automotive Mechanics or equivalent experience.
• Certified Repair Technician / Diagnostic Technician (or able to obtain certification within three years).
• Minimum 5 years of experience as a diagnostic technician in a workshop or technical department of an importer.
• Strong communication skills with customers, experts and stakeholders.

Required skills

• In‑depth knowledge of complete vehicle systems.
• Advanced proficiency with Star Diagnosis software.
• Familiarity with MB AfterSales systems (asset).
• Proficiency in MS Office.