USA Technical Support Engineer in Manchester

Location: Work from home - USA (East coast preferable)

Department: Customer Support / Trackside Technical

Reporting to: James Scott, Head of Aftersales

Salary: $ competitive with healthcare allowance

Hours: Full-time

About Us: Radical Motorsport is a globally recognised high-performance motorsport manufacturer with a reputation for engineering excellence, race-winning heritage and uncompromising driver engagement. Since 1997, Radical has become one of the world’s most successful race car manufacturers, producing over 3,000 race and track cars that are driven and competed worldwide. The United States is Radical’s largest export market and one of the company’s most important and fastest-growing regions globally. Supported by a dedicated US-based technical and sales organisation, Radical North America delivers factory-backed customer support, race engineering assistance, vehicle sales and championship operations throughout the country.

Job Description: Support Radical’s global customer and dealer network by delivering high-level technical and customer support across all Radical vehicle platforms. This role combines customer relationship management, remote technical assistance, dealer support and trackside engineering support, ensuring customers, teams and dealers receive responsive, professional and solutions-focused support throughout all stages of vehicle ownership and operation. The role is highly customer-facing and requires an individual who can communicate clearly and professionally while managing multiple technical support cases within a fast-paced motorsport environment. Alongside trackside and engineering support responsibilities, the successful candidate will play a key role in maintaining excellent customer service standards through Radical’s centralised ticketing and support systems. The role also includes providing both remote and on-site technical training and support to dealers, teams and customer technical staff, helping maintain high standards of vehicle operation, maintenance and technical knowledge across Radical’s North American network. Extensive travel throughout the USA and internationally will be required to support race events, dealer activities, customer programmes and technical training activities.

The Role:

• Provide professional technical and customer support across all aspects of Radical vehicles, systems and platforms, delivering a high level of customer service and technical expertise.
• Manage customer technical enquiries and issue resolution through Radical’s centralised ticketing and support system, ensuring cases are logged, prioritised, tracked and resolved efficiently.
• Maintain regular communication with customers, dealers and race teams throughout the support and investigation process, providing clear updates and technical guidance.
• Attend race events, track activities and dealer events throughout the USA to support customers, teams and regional dealers in high-pressure motorsport environments.
• Attend international events and factory activities as required to support Radical’s global customer racing and dealer network.
• Support vehicle diagnostics, fault finding, setup guidance and repair recommendations across mechanical, electrical and electronic vehicle systems.
• Analyse technical and vehicle data to support fault diagnosis, product support and continuous improvement activities.
• Provide both on-site and remote technical training and support to dealers, teams and customer technical staff to improve product knowledge, vehicle operation and maintenance standards.
• Produce technical reports and structured feedback for Engineering and Development teams following support events, investigations and customer issues.
• Support maintenance and development of Radical product manuals, technical documentation and customer support resources.
• Work closely with Aftersales, Engineering, Production and Development teams to support product reliability, continuous improvement and customer satisfaction across the Radical product range.
• Build and maintain strong working relationships across Radical’s dealer, championship and customer network throughout North America and internationally.

Skills & experience:

Essential:

• Experience within the motorsport industry, ideally in technical support, race engineering, customer support or trackside operations.
• Strong customer service and communication skills with the ability to manage technical issues professionally.
• Understanding of modern race vehicle systems including ECU, PDU, ABS, traction control, EPAS, turbo control and gearbox strategies.
• Experience using motorsport data acquisition and analysis systems such as Life Racing, AIM, MoTeC, Pi or similar platforms.
• Strong fault-finding and diagnostic skills.
• Organised and methodical approach to problem solving and workload management.
• Proficient with Microsoft Office applications and customer support systems.
• Ability to work under pressure within time-sensitive motorsport environments.
• Willingness to travel extensively (both domestic and international) and work flexible hours, including weekends.

Desirable:

• Experience in race car engineering or trackside support roles.
• Knowledge of electronic diagnostic systems and CAN-based vehicle networks.
• Experience with CAN data transmission programming or calibration systems.
• Previous experience supporting dealer or customer networks internationally.

KPIs:

• Customer and dealer satisfaction feedback.
• Event support effectiveness and reporting quality.
• Customer response and ticket resolution times.
• Technical issue closure rate and escalation management.
• Accuracy and completion of support case documentation.
• Reduction in repeat technical issues and recurring faults.