Level 1 Technical Assistance Agent - Automotive (m/f/d) - Dutch Language

SEGULA Technologies; Rüsselsheim am Main; On-site; EUR 45,000 - 65,000; Full time

Job summary

SEGULA Technologies is seeking a qualified technical support specialist for automotive aftersales. You will serve as the first point of contact for technical assistance requests from dealer workshops and repairers and provide remote support in the local language to resolve vehicle-related issues.

Your responsibilities include analyzing vehicle faults using available technical information and diagnostics, ensuring traceability, meeting response times, and escalating complex cases as needed.

Qualifications

• Degree or Diploma in Mechanical Engineering, Automotive Engineering, Mechatronics, or a related technical field.
• Experience in Automotive Aftersales, Technical Support, Workshop Operations, or Vehicle Diagnostics.
• Previous experience in a dealership, OEM, or automotive technical assistance environment is highly preferred.
• Strong knowledge of automotive systems and vehicle diagnostics.
• Experience with vehicle troubleshooting and repair processes.
• Familiarity with OTA (Over-the-Air) software update processes and software-related defect diagnosis.
• Excellent verbal and written communication skills in Dutch & English is a must.
• Customer-focused with a strong service mindset.

Responsibilities

• Serve as the first point of contact for technical assistance requests from dealer workshops and repairers.
• Provide remote technical support in the local language to resolve vehicle-related technical issues.
• Analyze and identify customer vehicle faults using available technical information and diagnostic procedures.
• Verify that repairers have completed all recommended diagnostic steps and manufacturer-prescribed repair processes.
• Recommend appropriate corrective actions and provide known technical solutions.
• Document and manage all technical cases, ensuring complete traceability.
• Ensure all support tickets are processed within defined technical assistance response times and service level targets.
• Manage an average workload of approximately 10 technical cases per day while maintaining high-quality support.
• Escalate unresolved or complex technical cases to higher-level technical support teams when required.
• Maintain accurate documentation of troubleshooting activities and case resolutions.
• Support continuous improvement by identifying recurring technical issues and sharing feedback with internal teams.

Skills

Vehicle diagnostics

Technical support

Troubleshooting

Customer service mindset

Dutch language

English language

Communication skills

Education

Bachelor's degree in Mechanical Engineering, Automotive Engineering, or Mechatronics

Tools

OTA software updates

Job description

• Serve as the first point of contact for technical assistance requests from dealer workshops and repairers.
• Provide remote technical support in the local language to resolve vehicle-related technical issues.
• Analyze and identify customer vehicle faults using available technical information and diagnostic procedures.
• Verify that repairers have completed all recommended diagnostic steps and manufacturer-prescribed repair processes.
• Recommend appropriate corrective actions and provide known technical solutions.
• Document and manage all technical cases, ensuring complete traceability.
• Ensure all support tickets are processed within defined technical assistance response times and service level targets.
• Manage an average workload of approximately 10 technical cases per day while maintaining high-quality support.
• Escalate unresolved or complex technical cases to higher-level technical support teams when required.
• Maintain accurate documentation of troubleshooting activities and case resolutions.
• Support continuous improvement by identifying recurring technical issues and sharing feedback with internal teams.
• Degree or Diploma in Mechanical Engineering, Automotive Engineering, Mechatronics, or a related technical field.
• Experience in Automotive Aftersales, Technical Support, Workshop Operations, or Vehicle Diagnostics.
• Previous experience in a dealership, OEM, or automotive technical assistance environment is highly preferred.
• Strong knowledge of automotive systems and vehicle diagnostics.
• Experience with vehicle troubleshooting and repair processes.
• Familiarity with OTA (Over-the-Air) software update processes and software-related defect diagnosis.
• Excellent verbal and written communication skills in Dutch & English is a must.
• Customer-focused with a strong service mindset.

• Serve as the first point of contact for technical assistance requests from dealer workshops and repairers.
• Provide remote technical support in the local language to resolve vehicle-related technical issues.
• Analyze and identify customer vehicle faults using available technical information and diagnostic procedures.
• Verify that repairers have completed all recommended diagnostic steps and manufacturer-prescribed repair processes.
• Recommend appropriate corrective actions and provide known technical solutions.
• Document and manage all technical cases, ensuring complete traceability.
• Ensure all support tickets are processed within defined technical assistance response times and service level targets.
• Manage an average workload of approximately 10 technical cases per day while maintaining high-quality support.
• Escalate unresolved or complex technical cases to higher-level technical support teams when required.
• Maintain accurate documentation of troubleshooting activities and case resolutions.
• Support continuous improvement by identifying recurring technical issues and sharing feedback with internal teams.
• Degree or Diploma in Mechanical Engineering, Automotive Engineering, Mechatronics, or a related technical field.
• Experience in Automotive Aftersales, Technical Support, Workshop Operations, or Vehicle Diagnostics.
• Previous experience in a dealership, OEM, or automotive technical assistance environment is highly preferred.
• Strong knowledge of automotive systems and vehicle diagnostics.
• Experience with vehicle troubleshooting and repair processes.
• Familiarity with OTA (Over-the-Air) software update processes and software-related defect diagnosis.
• Excellent verbal and written communication skills in Dutch & English is a must.
• Customer-focused with a strong service mindset.

SEGULA Technologies is a global engineering group, boosting the competitiveness of all major industrial sectors: automotive, aerospace, energy, rail, naval, life sciences, and telecoms. With a presence in more than 30 countries and 140 locations worldwide, the Group prioritizes close relationships with its clients, driven by the expertise of its 15,000 employees. As a leading engineering player putting innovation at the heart of its strategy, SEGULA Technologies manages large-scale projects, ranging from initial studies to industrialization and production. SEGULA TECHNOLOGIES is dedicated to gender balance and diversity, recognizing and recruiting talent of all backgrounds.