Technician 2nd Level Support Specialist

Workplace: 10000, Rabat

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What to expect:

Incident Management & Technical Support
Provide technical expertise and troubleshooting support for 1st level roadside assistance teams
Analyze and classify incidents, identifying root causes and providing effective resolutions
Forwarding of unsolvable problems to 1st level support for their initiation of an RSA vehicle or towing services
Assist in implementing temporary workarounds to minimize downtime for customers
Maintain active communication with customers, service providers, and stakeholders during incidents
Coordination & Communication
Ensure accurate and timely information sharing between all involved parties
Monitor case progress and provide updates to customers and stakeholders
Knowledge & Process Improvement
Maintain and update the knowledge database with new troubleshooting solutions and best practices
Analyze incident trends to propose process improvements for faster issue resolution
System & Tool Management
Utilize CRM and ticketing systems (e.g., Salesforce, ServiceNow, Jira) to manage and track support cases
Work with diagnostic tools to remotely assess vehicle status and possible failures

What you bring along:

Education & Experience
Bachelor's degree in automotive technology, information technology, or a related field (or equivalent)
2+ years of experience in technical support, roadside assistance, or automotive troubleshooting
Technical Skills
Strong understanding of automotive technology, vehicle diagnostics, telematics, and roadside assistance operations
Proficiency in ticketing and CRM systems for managing customer cases
Sound experience with vehicle connectivity systems, OBD tools, and remote diagnostics
Soft Skills
Excellent problem-solving skills with the ability to handle high-pressure situations
Strong communication and coordination skills to interact with customers and service teams
Ability to work in shifts if required, ensuring 24/7 support coverage
C1 level of: English mandatory or German or Spanish

With more than 50 facilities in Europe, the Bertrandt Group has been providing development solutions for the international automotive and aircraft industry since 1974. Every day, more than 15 000 employees guarantee extensive know - how and support our client (Manufacturer and OEM) with management, design and industrialization solutions.

Bertrandt Technologie Morocco offers you opportunities in the automotive sector (body in white, interior and exterior, layout, powertrain, and electronics). Moreover, we are also present in interdisciplinary field such as project management, quality management, supply chain/industrialization and validations.