No more applications are being accepted for this job
- 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
- 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
Local Technical Support Primary Engineer - Coventry, United Kingdom - Jaguar Land Rover
Description
CoventryBeyond 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
WHAT YOU'LL NEED