Technical support manager (xico)

Overview

The Technical Support Lead is a hands‑on role that combines leadership and operational responsibilities for providing Level 1 (L1) technical support to the dealership network. This individual will directly address technical issues, oversee case management, and ensure the efficient resolution of inquiries related to vehicle diagnostics, tools, and operations. The Technical Support Lead also plays a key role in maintaining service quality, training dealership staff, and improving processes to enhance overall support effectiveness.

Key Responsibilities Technical Issue Resolution Act as the primary point of contact for dealership inquiries regarding vehicle diagnostics, tools, and processes. Troubleshoot and resolve Level 1 (L1) issues promptly, providing step‑by‑step guidance to dealership staff. Escalate unresolved or complex cases to Level 2 (L2) or specialized teams, ensuring detailed case documentation. Case Management Work closely with the Customer Care team to moni...

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