Provide Contacts with prompt technical assistance, and, complete and accurate resolution information where this exists.
Record electronic details of all calls to improve the design, development and manufacturing process.
Provide complete and accurate concern resolution information.
Contribute to Right-First Time fixes, increasing Customer Satisfaction, and reduced Repeat Repairs / Visits.
Timely escalation of cases (in accordance with client requirements)
Resolve enquiries from Client Help Desks and Importers (and Client personnel) via a Communications system, primarily telephone / technical request (TR) methodology.
Record data as required into a computer system.
Request Field Engineer visits when determined by the manager / NSC representative.
Availability for up to 2 weeks European market Field duty per year including overnight stays as requested.
Participate in training / product information exchange with appropriate data sources for up to 4 weeks per year including overnight stays as required.
Accept other assignments (responsibility for items of equipment, literature, Customer data systems, analysis, investigation, etc) as determined by the Project Management.
Write and circulate data to other Helpline Engineers / Field Engineers / Project Management / Customer / Customer Dealer staff when necessary.
Liaise with Importer personnel at all levels.
Liaise with Group Leader / Case Investigator / Hotline / FRED Engineers on Vehicle Case Histories, trends and analysis.
Liaise with Client Engineers / Staff on all issues associated directly with Hotline obtaining clarification from the Group Leader / Project Management if required.
Complete and provide information for Company documentation as necessary [Travel Expense Reports, Timesheets etc.].
Experience of carrying out vehicle repairs within a franchised dealership, preferably at a master technician level or equivalent.
Jaguar Land Rover recent brand experience desirable.
Thorough knowledge of all aspects of modern vehicle systems and repair processes, particularly up-to-date electronics, including: -
An 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, use of telephones and computers.
Excellent Verbal and written communications
A willingness to train with a goal of becoming competent with new product launches across dual brands.
A willingness to adapt with change and be flexible is essential.
Above average inter-personal (people-handling) and people communications skills are also necessary. Must be able to effectively demonstrate team player characteristics, building both internal relationships within DTS and exhibiting excellent Client interaction capabilities.
Smart and professional appearance
Current Driving License.
Fluent in both English and French written and spoken language is essential for this role