Virtual Preparation Specialist - Ghent or Drogenbos

S&J Team

At S&VD Services, our virtual readiness experts consistently ensure a seamless and industry-leading ownership experience. Once a customer raises a concern or request (scheduled service visit), a virtual service advisor will be responsible for managing customer appointments and communication across digital platforms. By listening to customer concerns and preparing for visits in advance, this role ensures we manage repairs effectively, perform remote diagnostics, or train customers to eliminate service visits altogether.

Our Mission: To provide the highest level of service customer experience, working with local service centers (front desks), S&VD Services and Sales, Service and Delivery (SSD) partners to ensure we provide consistent customer service on all EMEA reviewed service requests Experience, the best option for resolving customer concerns; determine whether a customer issue can be resolved over the phone, over-the-air (OTA), or remotely, or assign it to a diagnostic or mobile service team as needed. Precisely plan and schedule mobile appointments based on the service center's needs and area specifics. Manage incoming calls, emails and messages according to the service levels and standards provided. Responsible for pre-arrival preparation, including but not limited to communication, clarifying maintenance items, identifying parts requests, and conducting service visits.

In-depth understanding of S&VD Services product and service operations including: HV batteries, range, ⚠V systems, charging, Advanced Driver Assistance Systems (DAS), firmware, chassis, and troubleshooting. Ability to initiate parts request procedures, retrieve and submit vehicle logs for remote diagnostics, accurately document customer concerns, interactions and data within our systems, and complete billing and payments. Set repair expectations based on new and used warranty guidelines and specifications. Anticipate customer mobility and organize alternative shipping solutions when necessary.

Your Contribution:

You understand basic automotive techniques related to vehicle repair and maintenance, preferably with an Automotive Technology degree or equivalent. Relevant experience delivering quality service in a customer-facing role, preferably from a technical or technical area Automotive environment: Successful in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to detail, especially systems Operational and Data Accuracy Information. Excellent communication and problem-solving skills, as well as the ability to establish and maintain strong working relationships with internal stakeholders and customers. Positive, enthusiastic, and willing to learn about changes in the personal transportation industry and S&VD Services's products and services. Digital savvy – the ability to quickly adapt to new technologies and systems. Fluent speaking/writing skills in English, Dutch or French.