At a Glance
- Tasks: Provide top-notch technical support for automotive customers and troubleshoot vehicle-related issues.
- Company: Join Tracker, a leading provider of Stolen Vehicle Recovery services in the UK.
- Benefits: Enjoy a hybrid work environment, competitive parental leave, and a focus on mental health.
- Other info: Be part of a collaborative team with opportunities for personal and professional growth.
- Why this job: Make a real difference by helping tackle organised crime while developing your skills.
- Qualifications: Experience in automotive systems and excellent communication skills are essential.
The predicted salary is between 30000 - 40000 € per year.
At Tracker, our culture is people focused; we believe our people are our greatest assets, and we are committed to being an employer of choice in our industry. Tracker offers an engaging and diverse work environment which permits our people to take pride in their contributions and share in the company’s success. We have a clear focus around the mental health of our people. They can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a collaborative, friendly team that delivers for each other and our customers. Our purpose is to provide peace of mind by protecting what matters to our customers, whether these are individual end users of our services, SMEs, large corporates, dealer groups, or insurers. We are the leading provider of Stolen Vehicle Recovery services in the UK, with strong additional capability in fleet and insurance telematics.
Tracker is currently seeking an experienced automotive-focused Technical Support Advisor, to join a well-established market leading Telematics and Stolen Vehicle Recovery Company based in Uxbridge. The Technical Support Advisor is responsible for delivering high quality 1st line automotive technical support to Tracker customers, ideally suited to someone with a background in automotive, vehicle installations, or diagnostics, ensuring that company products are installed in line with documented standards and within agreed tolerance levels for both the organisation and end users. This role requires providing an exceptional customer experience by resolving product installation and application related queries efficiently, while consistently meeting and exceeding individual and team performance targets. The Technical Support Advisor will operate in full compliance with governance and audit requirements, maintaining accurate and high-quality customer records through effective use of the Salesforce CRM platform. This is not an IT support role; the focus is on vehicles, wiring, telematics units, and real-world fault finding. We operate a hybrid work environment with people in the office Tuesday through Thursday, but with the ability to work from home on Monday and Friday. We provide access to competitive parental leave and we have a strong focus on mental wealth.
Key Responsibilities:- Resolve customer queries or escalate to the appropriate department, ensuring all updates are accurately recorded within internal systems, and departmental SLAs are consistently met.
- Real-time troubleshooting and identifying root causes of substandard installations of Tracker units and vehicle related technical issues and implement effective solutions for both Tracker customers and third-party installers.
- Manage inbound and outbound calls and cases in line with agreed processes and SLAs, using Salesforce to log and maintain accurate records of all customer interactions.
- Provide technical support to internal and external stakeholders at all levels, including third-party installer channels (Tracker, Preferred, Independent, OEM, and dealer networks).
- Build and maintain professional relationships with internal teams, customers, and external partners.
- Consistently strive to exceed individual and team performance while contributing to continuous improvement initiatives.
- Reduce customer complaints through effective problem solving and clear, professional communication.
- Support improvements in online review scores across platforms such as Feefo, Trustpilot, and Google Reviews.
- Reduce response times for customer cases (telephone and web) through efficient and proactive case management.
- Solid fault finding and diagnostic ability within an automotive or auto-electrical environment, using open questioning to accurately identify customer needs.
- Confident communicator, able to engage effectively with technicians, installers, and non-technical customers.
- Excellent listening skills with a high level of attention to detail.
- Consistently follow through on commitments, ensuring accurate and complete record keeping.
- Ability to think quickly and provide practical solutions to resolve queries and complaints prior to escalation.
- Collaborative team contributor who leads by example and supports a positive working environment.
- Proven experience supporting OEM vehicle systems or products, wiring and installation practices.
- Proactive self-motivated, with excellent interpersonal and communication skills.
- Excellent organisational skills with the ability to prioritise effectively.
- Adaptable, with a willingness to embrace change.
- Demonstrated ability to work under pressure and meet tight deadlines.
- Clear and professional written and verbal communication skills.
- Solid understanding of vehicle telematics concepts.
- Excellent problem-solving capability within an Automotive technical environment.
- Auto Electrical qualification.
- Knowledge of RF radiation systems.
- In-depth understanding of GPS technology, functions, and limitations.
Technical Support Advisor - 1st Line Automotive Customer Support employer: CalAmp
At Tracker, we pride ourselves on being an employer of choice, offering a supportive and engaging work environment in Uxbridge where our employees can thrive. With a strong focus on mental health and professional development, we provide opportunities for growth while making a meaningful impact in the community through our innovative automotive solutions. Join us to be part of a collaborative team that values your contributions and helps you excel in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Advisor - 1st Line Automotive Customer Support
✨Tip Number 1
Get to know the company culture before your interview. Tracker values people and mental health, so show them you’re a team player who can contribute positively to their friendly environment.
✨Tip Number 2
Brush up on your automotive knowledge! Since this role is all about technical support in the automotive sector, being able to talk confidently about vehicle systems and installations will set you apart.
✨Tip Number 3
Practice your problem-solving skills. You’ll need to demonstrate how you can troubleshoot effectively, so think of examples from your past experiences where you’ve resolved technical issues.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed, and we love seeing candidates who take that extra step.
We think you need these skills to ace Technical Support Advisor - 1st Line Automotive Customer Support
Some tips for your application 🫡
Show Your Passion for Automotive:When you're writing your application, let your love for all things automotive shine through! Share any relevant experiences or projects that highlight your technical skills and knowledge in the field. We want to see that you’re genuinely excited about the role!
Tailor Your CV and Cover Letter:Make sure to customise your CV and cover letter for this specific role. Highlight your experience with vehicle installations, diagnostics, and customer support. We appreciate when candidates take the time to align their skills with what we’re looking for at Tracker.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon unless it’s relevant to the role. We value effective communication, so show us you can convey your thoughts clearly in writing!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Tracker!
How to prepare for a job interview at CalAmp
✨Know Your Stuff
Make sure you brush up on your automotive knowledge, especially around vehicle installations and diagnostics. Familiarise yourself with common issues and solutions related to telematics systems, as this will help you answer technical questions confidently.
✨Showcase Your Communication Skills
Since the role involves engaging with both technical and non-technical customers, practice explaining complex concepts in simple terms. Use examples from your past experiences where you successfully resolved customer queries or complaints.
✨Demonstrate Problem-Solving Ability
Prepare to discuss specific instances where you've identified root causes of technical issues and implemented effective solutions. Highlight your fault-finding skills and how you approach troubleshooting in a methodical way.
✨Emphasise Team Collaboration
Tracker values a collaborative environment, so be ready to talk about how you've worked effectively within a team. Share examples of how you've supported colleagues or contributed to a positive working atmosphere, as this aligns with their culture.
