Technical service expert
Role details
Job location
Tech stack
Job description
As Technical service expert you are responsible for providing advanced technical guidance to the dealer / authorized service network throughout Europe, ensuring accurate diagnostics, efficient repairs and compliance with the OEM standards. In this role you act as the primary or secondary technical escalation point for complex vehicle issues, supporting dealers via remote diagnostics, case management, and on-site assistance when required. You collaborate closely with engineering, quality, after sales and product teams to analyze field issues, identify root causes and drive corrective actions.
This is what you will do:
- Perform advanced diagnostics on high-voltage (HV) and low-voltage (LV) vehicle systems, including log capture, remote diagnostics and structured failure analysis.
- Create accurate and clear technical bulletins, diagnostic guides and repair documentation.
- Provide expert troubleshooting and technical support to dealers across Europe via phone, ticketing systems and remote diagnostic tools, and on-site visit.
- Guide technicians through complex fault finding processes and repair procedures.
- Ensure consistent application of OEM technical and safety standards.
- Case management & escalations. Manage high-priority technical cases, ensuring timely response and resolution.
- Escalate critical issues to engineering at HQ or R&D department with complete documentation and data.
- Analyse field data to detect recurring problems or emerging quality concerns. Support route cause analysis and corrective action plans.
- Provide structured feedback to engineering and quality teams.
- Contribute to the creation and improvement of technical bulletins diagnostic guides and service procedures.
- Support the creation of training material and assist the training team with technical insights.
- Update the dealer network on new technologies, recalls and product updates.
- Willing to travel to support international dealer and workshop teams as needed.
- Under take regular formal and informal development to keep your core knowledge and skills base up-to-date.
- Develop excellent customer relationship with NSC as well as good understanding of specific market needs.
Requirements
- 5 - 8 years of experience in similar role at NSC, OEM environment or dealer holding.
- Extensive automotive experience, ideally at both dealer and OEM backgrounds.
- Advanced diagnostic experience with Battery Electric Vehicles (BEV) and Plug-in Hybrid Electric Vehicles (PHEV).
- Strong hands-on diagnostic abilities for High Voltage (HV) and Low Voltage (LV) systems.
- Strong people skills.
- Excellent analytical skills with experience from working with big data/BI is an advantage.
- You have a deep respect for all aspects of customer data privacy, including the EU GDPR regulations.
- You are innovative and have a great ability to adapt and perform in a constantly changing, fast-paced, highly demanding work environment (All ZEEKR EU MSS profiles).
- Have a strong people and customer centric mind.
- You have an entrepreneurial approach and dare to make decisions.
- A strong communicator and fluent in English.
To thrive at Zeekr we believe that you have the courage to lead with trust and care and you don't mind getting your hands dirty. You are highly innovative and have a great ability to adapt and perform in a constantly changing, fast-paced, highly demanding work environment. Like us, you believe it's important to have a passion to work in an international and multicultural environment with the desire and ability to embrace the diversity of people, perspectives, and styles.
