Technical Support Engineer

XPENG is a leading technology company focused on designing, developing, manufacturing, and marketing intelligent mobility solutions, including electric vehicles (EVs), electric vertical take-off and landing (eVTOL) aircraft, and robotics. We aim to create a thoughtful and empathetic future for mobility that enhances driving experience. Headquartered in Guangzhou, China, XPENG has regional offices in Beijing, Shanghai, Shenzhen, Silicon Valley, and San Diego, and in 2021, we established our European headquarters in Amsterdam, along with offices in Copenhagen, Munich, Oslo, and Stockholm.

Our passionate and diverse team, with expertise in technology, finance, and the automotive industry, spans hubs in China, the US, and Europe. Together, we are forging our international presence as pioneers in the future of mobility.

Why should you be part of our success story?

XPENG Inc.'s American Depositary Shares (ADSs) have been listed on the New York Stock Exchange (NYSE) under the symbol 'XPEV' since August 27, 2020, and on the Stock Exchange of Hong Kong Limited (SEHK) under the symbol '9868.HK' since July 7, 2021. In 2023, XPENG further strengthened its growth trajectory with a $724 million strategic investment from Volkswagen, solidifying its position in the global market. There has never been a more exciting time to join XPENG — a leader in smart electric vehicles and sustainable mobility solutions.

Job Title：Technical Support Engineer - France

Position Overview

As Technical Support & Roadside Assistance Lead, you will be responsible for overseeing and coordinating technical support activities across the national after-sales organization, ensuring a high and consistent level of technical expertise, service quality and operational efficiency throughout the dealership network.

Acting as a key interface between the national organization, dealership network, Headquarters and external service partners, you will provide technical guidance on complex cases, facilitate effective technical escalation, support the implementation of technical standards and contribute to the continuous improvement of after-sales operations.

The role will also have direct responsibility for the operational management of the roadside assistance programme and for ensuring effective coordination with the designated European roadside assistance partner.

Key Responsibilities

• Provide technical support and expert guidance to dealership technicians and service advisors in the diagnosis, troubleshooting and resolution of complex technical issues, ensuring an efficient and customer-focused resolution process.
• Coordinate technical escalations with the National Technical Manager and relevant Headquarters functions, ensuring the timely investigation and resolution of complex cases and contributing to the continuous improvement of product and service reliability.
• Manage technician access and enrolment to the brand's technical platforms, ensuring that dealership technical personnel have the appropriate credentials, permissions and access to the required technical information and diagnostic resources.
• Lead the operational management of the roadside assistance programme, acting as the primary operational interface with the European roadside assistance partner and ensuring the effective day-to-day management of cases, processes and service performance.
• Adapt and deploy technical bulletins and technical communications issued by Headquarters for the national dealer network, ensuring that relevant information is accurately contextualized, clearly communicated and properly implemented at dealership level.
• Provide technical support and back-up for repair pre-authorization activities, ensuring the timely assessment and escalation of cases and contributing to the efficient and consistent processing of warranty-related requests.
• Coordinate targeted field technical support activities at dealership level, including on-site intervention in complex or recurring technical cases where remote support is insufficient.
• Monitor developments in automotive technology, technical standards and applicable regulatory requirements, particularly those relevant to vehicle diagnostics, electrification and after-sales operations, and assess their potential impact on the national technical organization.
• Develop and maintain effective working relationships with key stakeholders, including dealership management and technical teams, Headquarters functions, roadside assistance providers, technical service providers and other relevant internal and external partners.
• Monitor and report on technical and roadside assistance performance, preparing regular reports, analyses and management updates and providing relevant recommendations to senior management.
• Contribute to the continuous improvement of after-sales pr