EV Technical Service Support Lead

Waev•Anaheim, CA

1d•Onsite

About The Position

Waev Inc. is an electric mobility OEM founded in 2021, manufacturing, distributing, marketing, and supporting the GEM, Taylor-Dunn, and Tiger brands. GEM produces street-legal low-speed vehicles, Taylor-Dunn offers burden carriers and personnel carriers for commercial environments, and Tiger manufactures heavy-duty tow tractors for ground support. Waev's headquarters and factory are in Anaheim, California. The company is seeking a Technical Service Team Leader to join its dynamic Technical Service Department. This role involves providing comprehensive technical support to dealers and customers, including troubleshooting via email, phone, and occasionally in person. The Team Lead will manage cases, process requests, follow up, report on issues, and coordinate internally to ensure efficient and effective resolution of technical problems. Additionally, the team lead will support a group of tech service agents, track key performance indicators, and maintain an up-to-date knowledge base. Responsibilities also include managing phone shift schedules, preparing periodic dealer communications, and facilitating internal knowledge sharing.

Requirements

Experience leading teams
Automotive service technician or Mechanical or Electrical Engineer with hands on automotive troubleshooting experience
Experience in vehicle trouble shooting and repairs
Excellent communication skills, both written and verbal.
Ability to multitask and prioritize tasks in a fast-paced environment.
Customer-focused with a passion for delivering exceptional service.

Responsibilities

Leading a team of tech service agents.
Manage and process technical service cases from initiation to resolution, ensuring all necessary information is accurately recorded and tracked.
Maintain the shift schedules
Curate the knowledge base
Facilitates internal knowledge sharing
Prepares periodic dealer communications
Reproduce and troubleshoot technical issues on the actual vehicle
Conduct follow-up communication with dealers and customers via phone and email to gather additional information, provide updates, and ensure customer satisfaction.
Assist in the development and implementation of process improvements to enhance the efficiency and effectiveness of technical service operations.
Document customer interactions, issues, and resolutions accurately in the CRM system.
Manage customer accounts, including updating contact information and processing service requests.
Collaborate with cross-functional teams to ensure timely resolution of customer issues.
Identify opportunities for process improvements and provide feedback to the management team.
Stay updated on product features, updates, and industry trends to better assist customers