Technical Support Specialist

Technical Support Specialist 

Location: Sequis Tower, South Jakarta 

Work Mode: Onsite 

A highly skilled technical expert responsible for providing on-site and remote support to dealers and customers in resolving complex vehicle issues.

This position demands exceptional technical proficiency, analytical capability, customer orientation, and the ability to deliver quick and effective solutions under pressure.

Key Responsibilities
1. Technical Support & Diagnostics
Provide remote diagnostic support for technical issues reported by dealers or internal teams.
Conduct on-site troubleshooting for complex vehicle problems beyond dealer-level capability.
Perform advanced diagnostics, root cause analysis, and implement corrective actions on mechanical, electrical, and software systems.
Utilize diagnostic platforms and data systems to identify and resolve faults accurately.

2. Dealer & Workshop Assistance
Support dealers in handling escalated technical cases to ensure prompt and effective solutions.
Mentor and coach dealer technicians on advanced diagnostic and repair techniques.
Ensure all repairs and procedures are executed in line with manufacturer standards and specifications.

3. Customer Relationship & Satisfaction
Act as the technical representative during critical customer situations.
Provide clear, confident, and professional technical explanations to enhance customer trust and satisfaction.
Ensure minimal vehicle downtime through swift and effective issue resolution.

4. Collaboration & Reporting
Collaborate closely with Manufacturing, Aftersales, Sales, and Warranty teams.
Prepare detailed technical reports, including findings, corrective measures, and root cause analysis.
Escalate recurring or unresolved cases to regional or global technical teams for further action.

5.Training & Knowledge Sharing
Share best practices with dealer networks through training sessions and workshops.
Support continuous improvement of diagnostic processes and service quality.
Contribute to technical bulletins and knowledge databases.

6. Mobility & Flexibility
Travel frequently across Indonesia, often on short notice, to provide on-site assistance.
Maintain high responsiveness to ensure customer satisfaction and protect brand reputation.
Qualifications & Requirements
Technical Requirements

SKILLS AND EXPERIENCE REQUIRED: 

Technical Requirements

Fluent in English (spoken and written); proficiency in other languages is an advantage.
Minimum 5 years of experience in automotive technical support, diagnostics, or aftersales engineering.
Proven expertise in diagnosing and resolving mechanical, electrical, and software-related issues in passenger vehicles.
Hands-on experience in dealer and workshop technical operations, including coordination with OEMs or regional support teams.
Strong knowledge of vehicle electronics, CAN/LIN networks, and control unit diagnostics.
Broad understanding of powertrain, chassis, HVAC, infotainment, and ADAS systems.
Familiar with automotive diagnostic tools, service systems, and vehicle data platforms.
Proficient in Microsoft Office (Word, Excel, PowerPoint).

Soft Skills

Strong analytical and decision-making skills, especially under pressure.
Excellent communication and interpersonal abilities.
Highly customer-focused, maintaining professionalism in demanding situations.
Collaborative, team-oriented, and capable of mentoring or guiding technical personnel.

Other Requirements
Willingness to travel extensively 
Possess a valid driver’s license.