Vehicle Technical Support Engineer

Vehicle Technical Support Engineer
Location Solihull
Salary – 40 – 43k per annum +2.5k rota payment
Full time 5 days per week on site Between 7am – 5pm
on a 3-week rota shift (early, middle and late)
Weekend cover will apply on a rota basis (39.5 hours per week)

Job description
Reporting to the Service office manager in the after-sales division

Main job purpose:
Provide timely and accurate technical assistance, both mechanical and electrical to field and workshop-based employees, using both remote and hands on methods where required.
Support customers with basic diagnostics and provision of information where required.
Assist internal departments with the creation of estimates and quotations relating to product repairs or maintenance.

Key duties and responsibilities:

Technical Support
Be the first point of contact for technical support enquiries via phone or in person.
Provide professional and accurate support to engineers and customers.
Ensure all support calls are logged and concluded in a timely manner.
Maintain accurate files and notes relating to product and support calls received.
Identify common failure modes and work with relevant departments to improve the product.
Support the Service Office team on technical matters where required.
Review test and job sheet reports to offer support on the technical content.

Administration
Creation of detailed estimates and quotations.
Provide support regarding parts required for repairs and timescales for job completion.
Provide feedback to the line manager regarding engineer development requirements.
Directly provide hands on technical training where required to support theoretical learning.
Ensure required software is installed on engineer laptops and working fully where required.
Always utilise internal systems effectively and accurately.
Support Warranty meetings where required based on evidence of in life failures.
Provide detailed findings and trends on identified failures.
Support the Service Office team during busy periods.

Personal focus
Positively support and promote the company internally and externally.
Ensure business values, behaviours, and processes are always adhered to.
Maintain own skills, competence and knowledge on products and evolving technologies.
Attend company and external training courses, seminars and shows where required.
Manage own diary and training needs where required effectively.
Ensure you comply with all required Safety, Health, Environmental and Quality processes

Skills, Qualifications and Experience required:
Previous experience of technical support or engineering role.
Extensive working knowledge of product.
Solid understanding of real-life vehicle operation.
Technical qualification in an electrical or mechanical field.
Proactive and possession of strong interpersonal and research skills.
Flexible attitude, with willingness to travel where required.
Competent to produce professional looking documentation where required.
Ability to work on your own initiative and be self-motivated.
Computer Literate including all MS Office Applications.
Excellent attention to detail.
Willingness to challenge and adopt change in current processes.
Ability to work under pressure and prioritise workload.

Regular interactions required for job role:
Customer service team
Human Resources
Directors
Internal departments
External customers and suppliers

Measurement – Key Performance Indicators:
Warranty data provided in line with internal and supplier requirements.
Reduction in warrantable failures through product improvement or education.

This a permanent career opportunity with an employer of choice.

Please apply with your CV in the first instance.
Wright Staff are acting as an employment business in relation to this vacancy.