Technical Support Engineer
INEOS Automotive
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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About the role
- Diagnose complex vehicle issues, and identify suitable solutions - both remotely via the technical support system, and physical, getting “hands on” as required.
- Undertake field visits to retailers & customers, support press & special events as required, often with short notice and in accordance with internal processes, action an appropriate response within SLA’s.
- Liaison with central technical team, identifying risks, improvements, and enhancements to both the vehicle and customer experience.
- Provide alternative support options to customers where there is no network coverage and make recommendations where network shortages are identified.
- Assisting workshops with the efficient process of repair with a ‘fix once, fix first’ approach.
- Take part in operational reviews with the wider Aftersales team, bi-annually, and offer ‘fresh eyes’ perspective for internal process paths.
- Work alongside the Call Centre team to ensure all customers are contacted post repair, and to ensure total satisfaction is achieved.
- Offer fleet support to Fleet Managers and Fleet operators and deal directly with fleet customers.
- Review Technical Service publications, training & support documents and packages, and highlight areas of improvement or enhancement as necessary.
- Participate in developing ongoing vehicle product requirements from an early door’s perspective, ensuring the customers concerns are understood at the concept & design stages.
- Participate in both short and long-term service fix development and ensure the root cause is corrected with engineering via an appropriate process and permanent corrective action is undertaken.
- Liaise with suppliers and develop good working relationships with them to constantly enhance the customer service experience and ensure speedy response and repair solutions are achieved.
Requirements
- Significant Aftersales & Technical service engineering-based business experience, which could include vehicle manufacturer or wider motor trade experience.
- Recognizable technical qualification or experience based equivalent.
- Broad experience, in many, if not all Automotive Technical Service Engineering & Aftersales disciplines.
- Ability to travel, both national and international as required by the role, often at short notice.
- The right candidate will preferably come from an automotive aftersales background, have strong diagnostic and analysis skills and be able to work to a very wide scope of expectations and wear many different hats.
- Able to use, understand and develop Technical & Aftersales tools, diagnostic equipment & strategies for best practise.
- Very strong drive for continuous improvement – a Kaizen mentality.
- Ability to work in both office and field-based teams with a customer focused repair & service excellence approach.
- Customer (internal & external) service skills, which include relationship building across departments and functions.
- Excellent communication skills.
- IT skills are essential.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
diagnostic skillstechnical service engineeringautomotive repairproblem-solvingroot cause analysisprocess improvementvehicle product requirementsrepair strategiescustomer service excellenceSLA management
Soft Skills
relationship buildingcommunication skillscustomer focusteam collaborationadaptabilitycontinuous improvementanalytical skillsoperational review participationflexibilityinitiative
Certifications
technical qualificationautomotive engineering certification