Technical Support Engineer (CRM) (f/m/x)

  • München
  • Eingestellt: 11. Mai 2021
  • Bewerbungsschluss: 11. Mai 2022
    Jobbeschreibung:

    We are a Chinese Company for electric cars and mobility services, established in 2017. We are a powerful team of like-minded people with different characters and backgrounds, who are working for one single goal: to make new mobility (e-mobility) possible for everybody. 

    Our headquarter is in the metropolis of Shanghai, China with a European head office in Munich, Germany. 

    For our European head office in Munich, we are looking for a Technical Support Engineer (CRM) f/m/x, who will be a part of Aiways EU After Sales Team.

    • To deliver an exceptional customer experience by taking inbound phone call and/or answering Email/Chat inquiries
    • Scope: All AIWAYS products, cars, and support products
    • To answer support requests coming in via internal ticketing system mainly for single vehicle cases
    • To support Service Partners in finding an efficient and cost oriented solution while fulfilling the quality expectations of the company
    • To review and assess customer concerns for possible trouble shooting and diagnostics
    • To present customers with information, advice and solutions to satisfy their needs and requirements
    • Review constantly the existing processes to improve the quality towards Service Partners and end customers
    • To plan and deliver CRM strategies across the organisation with a view to retaining existing customers and increasing brand loyalty
    • To record accurately issues and data into CRM/Technical Support System

    KEY PERFORMANCE MEASUREMENT:

    • As per assigned KPIs

    • Education as an Engineer, Master Technician or equivalent in ‘’vehicle electronics/ mechatronics’’
    • Minimum 2 years of solid experience in automotive technical diagnostics and customer relationship management
    • Proven technical competence in EV specific areas
    • Special skills in the work area of Vehicle electronics and Connectivity
    • Experience of total after-sales area, (dealer/importer, national sales company etc) is a plus
    • Excellent communication and diagnostics skills
    • Ability to share knowledge, proven training skills
    • Excellent Team working skills and networking ability
    • Analytical and self-driven with inspirational and motivating appearance
    • Excellent communication and presentations skills in German (Native speaker) and English languages. Additional language skills are considered a plus
    • Good general IT system and component competence
    • Ability to work independently
    • High focus on end customer
    • Office location is in Munich

    • Be a part of a team, building a brand right from the start with a lot of freedom and possibilities
    • The opportunity to get involved, develop and implement your own ideas
    • You will get flexibility in working hours and locations
    • Enjoy the multi-cultural atmosphere between China and Europe, and be part of a team of like-minded people
    • Fair, performance-linked remuneration

    We are a Chinese Company for electric cars and mobility services, established in 2017. We are a powerful team of like-minded people with different characters and backgrounds, who are working for one single goal: to make new mobility (e-mobility) possible for everybody. 

    Our headquarter is in the metropolis of Shanghai, China with a European head office in Munich, Germany. 

    For our European head office in Munich, we are looking for a Technical Support Engineer (CRM) f/m/x, who will be a part of Aiways EU After Sales Team.

    • To deliver an exceptional customer experience by taking inbound phone call and/or answering Email/Chat inquiries
    • Scope: All AIWAYS products, cars, and support products
    • To answer support requests coming in via internal ticketing system mainly for single vehicle cases
    • To support Service Partners in finding an efficient and cost oriented solution while fulfilling the quality expectations of the company
    • To review and assess customer concerns for possible trouble shooting and diagnostics
    • To present customers with information, advice and solutions to satisfy their needs and requirements
    • Review constantly the existing processes to improve the quality towards Service Partners and end customers
    • To plan and deliver CRM strategies across the organisation with a view to retaining existing customers and increasing brand loyalty
    • To record accurately issues and data into CRM/Technical Support System

    KEY PERFORMANCE MEASUREMENT:

    • As per assigned KPIs

    • Education as an Engineer, Master Technician or equivalent in ‘’vehicle electronics/ mechatronics’’
    • Minimum 2 years of solid experience in automotive technical diagnostics and customer relationship management
    • Proven technical competence in EV specific areas
    • Special skills in the work area of Vehicle electronics and Connectivity
    • Experience of total after-sales area, (dealer/importer, national sales company etc) is a plus
    • Excellent communication and diagnostics skills
    • Ability to share knowledge, proven training skills
    • Excellent Team working skills and networking ability
    • Analytical and self-driven with inspirational and motivating appearance
    • Excellent communication and presentations skills in German (Native speaker) and English languages. Additional language skills are considered a plus
    • Good general IT system and component competence
    • Ability to work independently
    • High focus on end customer
    • Office location is in Munich

    • Be a part of a team, building a brand right from the start with a lot of freedom and possibilities
    • The opportunity to get involved, develop and implement your own ideas
    • You will get flexibility in working hours and locations
    • Enjoy the multi-cultural atmosphere between China and Europe, and be part of a team of like-minded people
    • Fair, performance-linked remuneration