Commercial Vehicle Technical Support Engineer

Ref: 357 | Posted: 19th Nov 2020

Administration

Hertfordshire

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Ellis Mason are recruiting for a TECHNICAL SUPPORT ENGINEER to join a commercial vehicle head office based in Hertfordshire.

The purpose of the role is to manage technical issues within the nationwide dealer network. They are looking for candidates who have a minimum of five years' experience working as a technician within HGV and LGV with a minimum BTEC or Level 3 in automotive studies.

The company are well established with an enviable reputation within their sector and continue to thrive despite the current pandemic.

THE SALARY & BENEFITS

Permanent, full time role
Salary up to £40,000 per annum
Company car
Generous pension scheme
Generous holiday allowance

THE JOB

The main duties included within the role of TECHNICAL SUPPORT ENGINEER, are:

Support the dealer network with any technical issues that may arise throughout the UK. Ensure that the network learn from the support given and improve the levels of first-time fix.
Utilise the technical trainer and technical training facility to familiarise or replicate issues in the field, to aid quick resolve of troublesome issues and reduce VOR times for customers.
Centrally manage technical hotline from Dealers to Head Office.
Ensure that any repeat supported issues are highlighted to the technical training department for training purposes
Ensure any customer issues brought to your attention are communicated effectively to the customer care team and recorded on the VIT system.
Be commercially cost aware of any decisions made relating to CARE issues, ensuring and aiding the CARE team to reach the correct cost-effective solution and working and effectively communicating with all departments to ensure that any authorised costs are fully explained and reclaimed wherever possible.
Administer dealer warranty and obtain authorisation where required. Process warranty month end and resolve any disputes as required.
Build strong relationships with all dealers, working together on all aspects to achieve excellent customer CARE and technical support
Liaise with your Line Manager to diarise and execute dealer visits as required
Actively promote R&M and Service Retention Programme benefits to all customer facing dealer service personnel.
Communicate regularly with your manager and all departments on current situations, problems, solutions agreed
Attend regular after-sales, operations and Technical meetings
Carry out when required customer visits, accompanying dealer personnel on customer visits to encourage the dealer to take responsibility for their customers issues. Provide technical support and information as required
Ensure technically detailed reports on individual customer visits and issues, with attached photographs, DRM data and Snapshot data which could be used for dispute are stored on the VIT system and ‘O’ drive in the relevant file, alongside customer referenced letters where appropriate.
Communicate efficiently and effectively, information of failures in the network, and feed this back in a timely manner, using the TIR system
To monitor technical training and ensure that the necessary skill levels within the network are sufficient to comply with service demands.
Work alongside the training department and line manager to agree training plans for the following year
Working with all relevant departments as required, aid initial setup and termination of Authorised repairers.
Support the technical training department as required when technical training is being conducted and provide cover for holidays and unforeseen absence.
Support & co-operate with the Fleet Support Engineer when required to ensure necessary Customer support is achieved.
Any other tasks as required by the demands of the department or of the business, such as project work.
Attend training courses as and when required both in the UK and overseas as advised by your line manager

the application process

Apply right now! By using the apply button on this page and attaching your CV.

the agency

A recruitment agency you can trust, Ellis Mason have been matching talented candidates with new job opportunities since 2017. Working with Hertfordshire, Bedfordshire & Cambridgeshire’s most successful businesses, Ellis Mason specialise in commercial recruitment; recruiting people skilled in administration, customer service, HR, finance, marketing, IT & more.

Being an independent recruitment agency means we really get to know our candidates. Saving time for both employers and employees by making the best possible matches. Acting as both a recruitment business and recruitment agency in the fulfilment of this role.

Thank you for your application, Where possible, we endeavour to contact all candidates, however due to the volume of applications, we ask that if you have not heard from us within 7 days to please accept that your application has been unsuccessful on this occasion.