Lead Service Advisor - Lisbon

Job Category Vehicle Service
Location Belas, Lisboa
Req. ID 235622
Job Type Full-time


What to Expect
At Tesla, our Service Advisors consistently coordinate a seamless experience for customers servicing

their vehicles. They constitute Tesla’s front line and are our brand ambassadors, supporting our mission

to accelerate the world’s transition to sustainable energy.

As a Lead Service Advisor, you will support customers from the moment they walk through our door or

schedule a service visit to returning their vehicle, managing communication across physical and digital

platforms. We’ve created one of the most innovative vehicles ever made, and you will help ensure an

equally innovative service experience.

To succeed at Tesla, you must be energetic, highly organized, and smart working. You should have a

passion for the brand and the ability to create exceptional customer experiences.

What You’ll Do
• Manage complex escalations, confidently resolving and defusing difficult conversations across all

communication channels. Advise and educate your customer on Tesla warranty policies

• Confidently communicate with customers as a Tesla ambassador through digital channels, and

face-to-face to provide: Scheduling/status updates, waiter updates, and payment requirements

• Manage complex escalations, confidently resolving and defusing difficult conversations across all

communication channels. Advise and educate your customer on Tesla warranty policies

• Educate customers on Product, Tesla App, repairs, billing and invoicing and answer any

questions using customer friendly language

• Manage billing and invoicing processes at the location, following up with customers, getting

approvals for business customer and insurance cases and support AR.

• Maintain a tidy, representable customer facing area (customer lounge, service entrance), and

organize the parking lot. Manage the service fleet.

• Facilitate test drives in service, being an ambassador for new products and support in generating

additional sales

• Manage unscheduled arrivals, VORs, complex cases and support strategic / trend based

initiatives on site – ensuring smooth operations of the workshop

• Possess in-depth knowledge of Tesla’s products and service operations to perform basic, visual

diagnostics and accurately record repair orders into systems

• Partner closely with internal teams (e.g. technicians) to guarantee customers' cars are serviced

efficiently and seamlessly

• Mentor and coach team members, ensuring a good onboarding experience for new hires and

sharing best practices. Support in management activities as and when needed

What You’ll Bring
In-depth experience in a customer facing function within Tesla, including a strong understanding

of Tesla’s presence in the local market

• Have in-depth knowledge of Tesla’s service operations, processes, policies and vehicle repairs

EMEA Recruitment

• Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining

attention to detail

• Excellent communication skills and ability to establish and maintain strong working relationships

with both internal stakeholders and customers

• Ability to excel in a team-based environment and achieve common goals

• Excellent problem-solving skills, and strong ability to take initiative and be proactive

• Digitally savvy – ability to adopt and adapt quickly to new technology and systems

• Good knowledge of MS Office

• Able to communicate, read, and write effectively in the English language, and [local languages]

based on local market requirement

• Must have and continue to maintain a valid driving license and safe driving record

Tesla is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws.

Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

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https://www.tesla.com/careers/search/job/lead-service-advisor-lisbon-235622