Technical Support Specialist

About Us: OMODA Motors is a new brand built by Chery Group, which is a leading Chinese automobile company. OMODA operates individually from other brands of Chery Group. Its business scope covers the R&D, production and sales of passenger cars.

Since founded, Chery has always taken adhering to technology-driven strategy, creating a vehicle brand with international competitiveness and influence as its corporate vision. Relying on the constant pursuit of technological innovation, Chery has become the first passenger vehicle enterprise in China to master the core technology of engine, gearbox, chassis, platform and new energy, and the first one in China to export vehicle, CKD parts, engine and vehicle manufacturing technology and equipment to overseas market. Chery has always focused on developing domestic and international markets. Chery has continuously deepened its globalization through the implementation of product strategy, localization strategy and talent strategy. After more than 20 years of development, Chery’s sales and services network covers more than 80 countries and regions and has won the trust of 11 million consumers worldwide.

Responsibilities:

• Taking ownership of reported technical issues and leading through to resolution via the OMODA & JAECOO technical support system.
• Provide field technical support to OMODA & JAECOO Dealer network and create visit reports.
• Prioritise and manage multiple complex open cases at one time.
• Escalate unresolved cases to the appropriate engineering team ensuring a swift customer focused solution is found and agreed.
• Liaise with Quality Improvement to support with any quality issues related to the product.
• Liaise with Customer Experience team to support them with any customer complaints related to the product.
• Contribute to developing the OMODA & JAECOO technical support system.
• Review technical documentation received from the HQ ensuring applicability to the UK market and highlight any translation requirements.
• Create technical presentations and seminars and deliver to technicians, ensuring best practices are shared across the Dealer network.
• Create and update technical service bulletins, troubleshooting guides and training materials.
• Support the Warranty Team by verifying technical failures and providing expert recommendations.
• Carry out any other appropriate work relevant to the role as required.

Requirements:

• Minimum 5 years of experience in a previous technical support role within the automotive sector.
• A formal technical or engineering-based qualification, Master Technician status or suitable experience may be considered in lieu.
• Demonstrate the ability to diagnose and troubleshoot complex technical cases.
• Experience with diagnostic tooling and engineering logging equipment.
• Ability to influence and engage at all levels to maximise the voice of Aftersales.
• Willingness to travel and stay away from home as and when the role requires.
• IMI recognises that training in hybrid and electric vehicle systems is essential.
• Ability to read and understand engineering drawings, including electrical diagrams.
• Customer-focused at all times.
• Proficient in written and spoken English.
• Proficiency in Microsoft Office.
• Full and clean driving license.