Level 2 Technical Support Agent - Europe (On-site | Relocation Required | Local Language Mandatory)

Descripción del puesto:

Company Description:

Expand your playground with a fast-growing global engineering group.
At SEGULA Technologies, you will have the opportunity to work on exciting projects and shape the future within a company for which innovation is inseparable from engineering. New forms of mobility, autonomous vehicles, the factory of the future, augmented reality. These are the daily concerns of our 15,000 ingenious talents in over 30 countries.
Whether you are a student, a recent graduate or experienced, an engineer or a project manager, at SEGULA you will find the opportunity that will give new meaning to your career.
Make your move, Join us!
For more information access: https://www.segulatechnologies.com
At SEGULA Technologies, diversity, fairness and inclusion are at the heart of our HR policy. Our jobs are open to everyone, regardless of gender, social and cultural background, sexual orientation, religious beliefs or disability.

Job Description:

As a Level 2 Technical Support Agent, you will provide advanced technical support for complex vehicle issues and act as a key escalation point for Level 1 teams and dealers.
* Provide second-level technical support for complex vehicle issues
* Support Level 1 agents and assist dealers remotely in resolving advanced cases
* Diagnose and resolve complex technical issues across vehicle systems
* Collaborate with Technical Delegates, Engineering, Quality and Suppliers
* Contribute to improving repair efficiency, service quality and customer satisfaction
* Support technical investigations and contribute to root cause analysis
Your role has a direct impact on customer satisfaction, service quality, repair time and cost efficiency.
Work Setup (Important)
* The role is assigned to one specific country: Germany / Italy / Spain / United Kingdom
* Activity is performed on-site within client infrastructure in that country
* Relocation to the assigned country is required
* No cross-country travel is involved
Key Responsibilities
* Handle technical tickets from assigned language markets (e.g. English / Italian networks)
* Provide remote support and guidance to dealers
* Escalate and coordinate complex cases with internal stakeholders
* Monitor open technical issues and trigger technical discussions when needed
* Support Technical Delegates in field activities when required
* Ensure continuity of service by supporting team workload when needed
* Apply internal processes (e.g. ITEM) to provide solutions and reduce ticket volume
* Manage a minimum of ~3 tickets/day as Level 2 (plus additional Level 1 support during peak phases)

Qualifications:

Technical Requirements:
* Strong experience in aftersales automotive and technical diagnostics
* Solid knowledge of automotive systems and diagnostic tools (e.g. Diagbox, wiTECH)
* Ability to read and interpret wiring diagrams and technical documentation
✔️ Expertise in at least one of the following areas:
* Chassis & Body
* Telematics / Connectivity / OTA updates
* Low emission vehicles (LEV, PHEV, etc.)
* Engine & Gearbox (Gasoline/Diesel)
* Ability to analyze complex technical issues and provide structured solutions
* Good English communication skills (written and spoken)
Soft Skills:
* Customer-oriented mindset and cost awareness
* Strong organizational and coordination skills
* Ability to work with cross-functional teams
* Clear communication and knowledge-sharing abilities
* Autonomous, proactive and well-organized
Languages:
* Mandatory: Fluent in the local language of the assigned country
(German / Italian / Spanish / English)

Contract:
* Initial contract: 6 months
* Possibility to extend up to 24 months, depending on project visibility
Collaboration:
* Open to B2B collaboration as well as standard employment
Please specify in your application the country you are applying for.

Additional Information:

Our world is dynamic, full of opportunities and our clients and colleagues constantly inspire us. However, we know that performance and engagement also depend on a healthy work environment that values people and their well-being.
That's why we have created a benefits package designed to make your life more comfortable in our team, where you can feel supported and appreciated.
Here's what we offer:
* Meal vouchers 🍽️
* Easter and Christmas gift vouchers (discretionary): During the holidays, you will receive gift vouchers on a separate card, helping you enjoy shopping and surprise your loved ones with beautiful presents. 🎁
* Private clinic medical subscription: With the medical subscription we provide, you can ensure that your health is taken care of efficiently and comfortably. 🏥
* Discounts at partner dental clinics: Take advantage of discounts at our partner dental clinics to maintain your oral health at a more affordable price. 🦷
* Internal Courses: LinkedIn Learning and other internal tools💻
* Referral bonuses: We offer you attractive bonuses for recommending talented new colleagues. 💶
* Christmas party: An annual tradition that we look forward to, where we reconnect and enjoy together in a festive atmosphere! 🎉
Other benefits according to legal provisions:
* Reimbursement for glasses.👓
* Reimbursement for business travel.🚗
Let's shape the future together