2 x Technical Support Engineer UK & IRL
INEOS Automotive – Built For More
Story so far
Since we started our journey to build a no nonsense 4X4, we’ve come a long way. We’ve established INEOS Automotive as a serious contender in 4X4 development and manufacturing. We’ve partnered with some of the biggest names in the automotive industry. We’ve made our way from vision to prototype. We’ve secured a world-class production facility and delivery team. We’ve delivered Grenadiers to customers all around the world. We’re building our double cab pick up, the Quartermaster.
People and Culture
Easy never changed anything. Not in manufacturing, science, engineering or energy – and certainly not elite sport. At INEOS we tackle every challenge head-on, and we help extraordinary athletes achieve extraordinary things. When it comes to making positive change, we know nothing gets done without grit, rigor and humor. Our Automotive team consist of around 1500 employees, 10 locations and 44 nationalities, we’re an international team working together to challenge the ordinary.
If this sounds like you, let’s talk.
Role Purpose
The Technical Support Engineer works closely with the wider commercial team, INEOS Automotive retailers, customers and works alongside central & regional teams, the incumbent will be responsible for day to day vehicle support from a Technical Service Engineering perspective, whilst ensuring that vehicle uptime remains the key focus, and partners are enabled to support customers in the very best way. The position will be vital in ensuring customer brand confidence is maintained whilst also identifying process improvement opportunities. This role will work very closely with our technical function & other technicians to review repairs, directly assist with the diagnosis and repair of vehicle issues (electronic & physical – when required), compile Technical reports, coach, educate and develop both Internal teams & our service network and its staff, and in an ambassador capacity, contribute to growing the capability & standing of the department within the wider Ineos Automotive business.
This role is a Fiield-based role with expectation to attend the office when required and based on workload.
Key Responsibilities
- Diagnose complex vehicle issues, and identify suitable solutions - both remotely via the technical support system, and physical, getting “hands on” as required.
- Undertake field visits to retailers & customers, support press & special events as required, often with short notice and in accordance with internal processes, action an appropriate response within SLA’s.
- Liaison with central technical team, identifying risks, improvements, and enhancements to both the vehicle and customer experience.
- Provide alternative support options to customers where there is no network coverage and make recommendations where network shortages are identified.
- Assisting workshops with the efficient process of repair with a ‘fix once, fix first’ approach.
- Take part in operational reviews with the wider Aftersales team, bi-annually, and offer ‘fresh eyes’ perspective for internal process paths.
- Work alongside the Call Centre team to ensure all customers are contacted post repair, and to ensure total satisfaction is achieved.
- Offer fleet support to Fleet Managers and Fleet operators and deal directly with fleet customers.
- Review Technical Service publications, training & support documents and packages, and highlight areas of improvement or enhancement as necessary.
- Participate in developing ongoing vehicle product requirements from an early door’s perspective, ensuring the customers concerns are understood at the concept & design stages.
- Participate in both short and long-term service fix development and ensure the root cause is corrected with engineering via an appropriate process and permanent corrective action is undertaken.
- Liaise with suppliers and develop good working relationships with them to constantly enhance the customer service experience and ensure speedy response and repair solutions are achieved.
Qualifications
- Significant Aftersales & Technical service engineering-based business experience, which could include vehicle manufacturer or wider motor trade experience.
- Recognisable technical qualification or experience based equivalent.
- Broad experience, in many, if not all Automotive Technical Service Engineering & Aftersales disciplines.
- Ability to travel, both national and international as required by the role, often at short notice.
- The right candidate will preferably come from an automotive aftersales background, have strong diagnostic and analysis skills and be able to work to a very wide scope of expectations and wear many different hats.
- Able to use, understand and develop Technical & Aftersales tools, diagnostic equipment & strategies for best practise.
- Very strong drive for continuous improvement – a Kaizen mentality.
- Ability to work in both office and field-based teams with a customer focused repair & service excellence approach.
- Customer (internal & external) service skills, which include relationship building across departments and functions.
- Excellent communication skills.
- IT skills are essential.
If the role sounds of interest and you want to learn more please apply.
If your application is successful one of the team will be in touch to arrange an initial conversation!
