REQ ID: 122494
JOB TITLE: Local Technical Support Primary Engineer
SALARY: Competitive
POSTING START DATE: 02/05/2024
POSTING END DATE: 16/05/2024
LOCATION: Coventry
Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.
This role is to provide quality technical diagnostic guidance on vehicle concerns through Global Concerns Management (GCM), telephone and Sightcalls to the JLR UK retailer network. Timely, efficient and accurate resolution of queries embed a customer service mind-set ensuring clinents have a premium Modern Luxury experience.
WHAT TO EXPECT
- Resolve enquiries from retailer technicians and authorised independent retailers, through messaging/reporting systems, telephone and video calls
- Provide retailers with prompt technical assistance and complete accurate resolutions
- Approve and Reject prior part approvals (FRED)
- Utilise data capture tooling for file analysis, completing WEBEX and Sightcall sessions as required to complete a remote fix resolution
- Reporting emerging concerns within the network
- Where there is no clear resolution, escalate to Principal Engineers for review
- Liaise with engineering on vehicle case histories, trends and analysis
- Liaise with Retailer personnel at all levels
- Contribute to right first time fixes, increasing clinent satisfaction and reduce repeat repairs and visits
- Where there is no clear resolution, escalate to Principal Engineers for review
- Write and circulate data to other helpdesk engineers, field engineers, principal engineers and operation manager
- Assist the operational team in delivering individual and overall team targets
- Undertake any other work as directed by their line manager in connection with their job as may be requested
WHAT YOU'LL NEED
- Qualified to a minimum Level 3 in Automotive repair (Mechanical or Electrical)
- Experience of carrying out vehicle repairs within a franchised retailer, preferably at a Master Technician level or equivalent
- Thorough knowledge of all aspects of modern vehicle systems and repair processes
- Ability to consistently deliver targets
- Specific experience of managing issues and providing resolutions
- Ability to describe and understand complex technical issues clearly
- Strong diagnostic and analytical skills
- The ability to work logically and constructively with the determination to see concerns through to a conclusion within a team environment is necessary
- Logical thought processes; also acquisitive and capable of non-leading questioning to confidently resolve technical concerns
- Excellent communication skills – verbal and written communications
SO WHY US?
Bring all this to the home of premium innovation, and you’ll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family, membership of a competitive pension plan and performance related bonus scheme. All this and more makes JLR the perfect place to continue your journey.
This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage.
JLR is committed to equal opportunity for all.
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