* **Team Lead Post-Sales Technical Support \- Mercedes Benz \& Smart** * Location: Colombia * Mode: Hybrid \- Full Time Would you like to develop top-level skills, build a brilliant career, and thrive in a team that supports you? Join **Inchcape Colombia**, part of the global Inchcape company. You will play a key role in growing a global business that is transforming the industry, working with world-leading automotive brands and delivering exceptional experiences to our customers. Our Aftersales team is looking for a **Team Lead Post-Sales Technical Support \- Mercedes Benz \& Smart** to join Inchcape Colombia. The purpose of this role is to lead, plan, develop, and monitor the technical support process provided to the dealer network and internal teams through the technical support team, using tools and resources provided by the company, ensuring the resolution of all technical issues and requirements, focusing on providing timely and effective support, reducing vehicle dwell time in dealer workshops and the volume of received PQRs resulting from poor diagnostics and repairs performed by the dealer network. **What you will do** * Develop the technical support management strategy defined by management to improve support performance levels, focused on reducing consultant response times, improving the quality of technical inquiries generated by the network, and reducing handling time until resolution of technical issues raised by the local network in Colombia and the Caribbean. * Ensure effective management of OEM inquiries by monitoring and following up on open cases with prolonged unresolved status, as well as channeling all required communications to maintain up-to-date information flow from the OEM. * Analyze technical support performance results and present monthly management reports using associated KPIs: number of inquiries, inquiry reasons, response times, and case escalation times to the OEM. * Design, update, and share biweekly follow-up reports with Service Management to ensure compliance with locally defined targets. * Manage follow-up on critical cases and PQRs within the dealer network, aiming to provide effective responses and solutions, minimizing escalation risks and legal impacts for the brand and company. * Prepare monthly reports to monitor and identify complex cases requiring support from management or the brand's General Management. **About you** **To succeed in this role, you will have:** * Professional degree in Mechanical or Industrial Engineering, Business Administration, or related fields. * Five years of experience with knowledge in performance indicator management within After-Sales, workshops, and spare parts areas; experience providing technical support; knowledge of diagnostics, information systems, warranty processes; team leadership experience; OEM communication experience. * Advanced proficiency in Microsoft Office Excel. * Intermediate to Advanced proficiency in Power BI. * Intermediate level of English (Desirable). * Knowledge in service indicator management with focus on brand technical support. **What we offer** At Inchcape, we are building the future of mobility, and we invite you to do it with us. You will join a collaborative culture that values well-being, growth, and inclusion. Through impactful work, continuous development, and global and local rewards, we create a work environment where people can achieve success and fulfill their aspirations. **Start your journey** At Inchcape, we are building the future of mobility, and we invite you to do it with us. You will join a collaborative culture that values well-being, growth, and inclusion. Through impactful work, continuous development, and global and local rewards, we create a work environment where people can achieve success and fulfill their aspirations. If you are interested in this position but do not meet all the requirements, we still encourage you to apply. You might be the ideal candidate for this role or for another opportunity at Inchcape. **Opportunities for everyone** Inchcape promotes the inclusion of people of all identities, backgrounds, and experiences, ensuring our workforce reflects the global communities in which we operate. Read more here about our commitments to Diversity and Inclusion, including our goals, programs, and policies. **About us** Inchcape is the world’s leading automotive distributor present in over 40 markets. We partner with the most important brands in the sector to sustainably drive better mobility for today and the future. Our diverse global team of over 16,000 professionals fosters an inclusive and collaborative culture, delivering an exceptional experience to our customers and partners. We are a dynamic and rapidly growing company driving transformation in our industry and redefining the future. **Discover more at** **www.inchcape.com** **Additional information** If you are selected, we will contact you to begin our recruitment process. We may request additional information to learn more about your experience, education, and professional background.