Product Support Engineer (m/w/d)

We are Aiways, driving the evolution of the automotive industry.

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 headquarters 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 Product Support Engineer m/w/d , who will be a part of the Product Support Team.

The purpose of the role is to act as a technical representative of the Product Support EU by supporting Service Partners in solving complex problems on vehicles or Service support systems.

Your Profile

• Minimum of 2 years of relevant work experience.
• Education as Master Technician or equivalent in vehicle electronics/mechatronics.
• Minimum 2 years of solid experience in automotive technical diagnostics.
• Proven technical competence in EV-specific areas.
• Special skills in the work area of Vehicle electronics and CAN-BUS Systems.
• Experience in total after-sales area (dealer/importer, national sales company etc.) is a plus.
• Excellent skills in vehicle diagnostics.
• Ability to share knowledge and learning; proven training skills.
• Good teamwork skills and networking ability.
• Analytical and self-driven with an inspirational and motivating appearance.
• Excellent communication and presentation skills in German and English languages; additional language skills are a plus.
• Exceptionally good general IT system and component competence.
• Ability to work independently with a high focus on end-to-end customer satisfaction.

Responsibilities

• Act as a liaison between Service Partners, markets, and the global technical support organization regarding system and quality issues while handling single cases.
• Answer support requests coming in via the internal ticketing system and phone, mainly for single-vehicle cases.
• Support Service Partners in finding efficient and cost-oriented solutions while fulfilling the quality expectations of the company.
• Provide feedback of solutions and results into the assigned systems and processes.
• Investigate and analyze specific technical concerns on special requests for quality follow-up purposes.
• Constantly review existing processes to improve the quality of service for partners and end customers.
• Support the Sales Team in technical questions.
• Judge and report performance on escalated and investigated support cases and implementation activities.
• Identify and close gaps in Service Partners' capabilities/capacities.

What You Can Expect

• Permanent employment contract as you can be a part of our company's success and use your scope for action to advance your career through a wide range of activities.
• Hybrid working model with flexible working hours without core hours, offering a balance between mobile working and office days in a collaborative environment.
• Enjoy the multi-cultural atmosphere between China and Europe, and be part of a team of like-minded people.
• Fair, performance-linked remuneration.

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