Senior Support Technician
- Recruiter
- Anonymous
- Location
- Dunstable
- Salary
- Competitive
- Posted
- 01 Mar 2019
- Closes
- 29 Mar 2019
- Sectors
- Education & Teaching, Support
- Contract Type
- Permanent
- Hours
- Full Time
Senior Support Technician
Salary negotiable dependent on experience
Monday - Friday 09:00-17:30
Our client is an automotive aftermarket specialist looking for an experienced mechanic to provide Tier 1 and 2 level support to end users, dealers and distributors in the automotive sector. This is a great opportunity if you no longer want to work on the tools and change career to work within an office environment.
The Senior Support Technician will provide troubleshooting and technical support via phone, web-based tools and email. Advise customers regarding the product's proper use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 or 3 support. This position provides exposure to a broad range of automotive related projects and activities.
KEY ROLE AND RESPONSIBILITIES - Senior Support Technician
* Responsible for answering, commenting and replying to incoming vehicle and diagnostics "how to" enquiries. The Support desk is the first level of support, and response for clients.
* Support is responsible for first response in answering, commenting and replying to open incidents in the help desk.
* Log all calls and monitor success rates.
* Produce regular reports on activity levels.
* Liaise effectively with all departments within the business to ensure customer requirements are met.
* Contribute to the team performance by sharing and implementing Best Practise Ideas.
* Accurate management and maintenance of CRM and knowledge database.
* Attends training courses as part of a personal development plan.
* Working with customers/employees to identify problems and advising on the solution.
* Logging and keeping records of customer queries and fixes.
* Analysing call logs so you can spot common trends and underlying problems.
* Testing and fixing faulty equipment.
* Update and maintain company contacts.
* Able to react to change productively and handle other essential tasks as assigned.
* Maintains log of all worked preformed and processed, and updates on IT systems by the end of the day.
* Other tasks as assigned.
* Comply with company Quality procedures and processes.
PERSON SPECIFICATION
As well as a strong automotive technical background, you to be able to explain complex information in simple, clear terms to non-technical personnel.
* Strong understanding of vehicle mechanical and/or electrical systems.
* Strong technical and analytical skills.
* Solid experience in problem analysis and resolution of problems.
* An ability to assess each customer's automotive knowledge levels.
* Ability to deal with difficult callers.
* Logical thinker.
* An in depth understanding of the software and equipment customers are using.
* Good interpersonal and customer care skills.
* Proven ability to function in a self-directed environment.
* Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required.
* Innovative thinker who is positive, proactive, and readily embraces change.
* Ability to handle clients professionally during all interfaces.
* Maintain up to date repair solution knowledge.
* Develop vehicle investigative strategies.
* Disseminating technical information to colleagues and others.
* Identifies opportunities for continuous improvement.
* Flexibility to travel for work purposes visiting customers with software engineers onsite.
* Follow a personal train plan for ongoing development.
* Willing and able to work unsocial hours on occasions to complete tasks.
* Willing and able to attend company meetings which may take place outside of normal working hours.
The successful person will have:
* Demonstrable automotive diagnostic skills and knowledge of the diagnostic process.
* Excellent verbal and written communication skills.
* Confident and friendly telephone manner.
* Accurate data inputting skills.
* Excellent time management.
* Tenacious approach.
* Self-motivated attitude.
* PC skills using MS Office, Google Suite, TeamViewer and Salesforce CRM or equivalents.
* Customer focused approach.
* Must have minimum 'O' level/GCSE Maths and English.
Preferred Skills
* Sound knowledge of electrical, electronic and mechanical systems including ADAS.
* Automotive City and Guilds or NVQ qualification and/or IMI/ATA Qualified (Grade 2+)
* Mechanical or Body shop environment preferably "hands on".
Permanent role based in Dunstable
Response Personnel, an independently owned company and experts in recruitment since 1997.
Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, IT/Telecoms, Industrial, Driving, Construction and Technical sectors.
For information on other roles we have available please call (phone number removed) for further details.
INDCNC
Salary negotiable dependent on experience
Monday - Friday 09:00-17:30
Our client is an automotive aftermarket specialist looking for an experienced mechanic to provide Tier 1 and 2 level support to end users, dealers and distributors in the automotive sector. This is a great opportunity if you no longer want to work on the tools and change career to work within an office environment.
The Senior Support Technician will provide troubleshooting and technical support via phone, web-based tools and email. Advise customers regarding the product's proper use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 or 3 support. This position provides exposure to a broad range of automotive related projects and activities.
KEY ROLE AND RESPONSIBILITIES - Senior Support Technician
* Responsible for answering, commenting and replying to incoming vehicle and diagnostics "how to" enquiries. The Support desk is the first level of support, and response for clients.
* Support is responsible for first response in answering, commenting and replying to open incidents in the help desk.
* Log all calls and monitor success rates.
* Produce regular reports on activity levels.
* Liaise effectively with all departments within the business to ensure customer requirements are met.
* Contribute to the team performance by sharing and implementing Best Practise Ideas.
* Accurate management and maintenance of CRM and knowledge database.
* Attends training courses as part of a personal development plan.
* Working with customers/employees to identify problems and advising on the solution.
* Logging and keeping records of customer queries and fixes.
* Analysing call logs so you can spot common trends and underlying problems.
* Testing and fixing faulty equipment.
* Update and maintain company contacts.
* Able to react to change productively and handle other essential tasks as assigned.
* Maintains log of all worked preformed and processed, and updates on IT systems by the end of the day.
* Other tasks as assigned.
* Comply with company Quality procedures and processes.
PERSON SPECIFICATION
As well as a strong automotive technical background, you to be able to explain complex information in simple, clear terms to non-technical personnel.
* Strong understanding of vehicle mechanical and/or electrical systems.
* Strong technical and analytical skills.
* Solid experience in problem analysis and resolution of problems.
* An ability to assess each customer's automotive knowledge levels.
* Ability to deal with difficult callers.
* Logical thinker.
* An in depth understanding of the software and equipment customers are using.
* Good interpersonal and customer care skills.
* Proven ability to function in a self-directed environment.
* Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required.
* Innovative thinker who is positive, proactive, and readily embraces change.
* Ability to handle clients professionally during all interfaces.
* Maintain up to date repair solution knowledge.
* Develop vehicle investigative strategies.
* Disseminating technical information to colleagues and others.
* Identifies opportunities for continuous improvement.
* Flexibility to travel for work purposes visiting customers with software engineers onsite.
* Follow a personal train plan for ongoing development.
* Willing and able to work unsocial hours on occasions to complete tasks.
* Willing and able to attend company meetings which may take place outside of normal working hours.
The successful person will have:
* Demonstrable automotive diagnostic skills and knowledge of the diagnostic process.
* Excellent verbal and written communication skills.
* Confident and friendly telephone manner.
* Accurate data inputting skills.
* Excellent time management.
* Tenacious approach.
* Self-motivated attitude.
* PC skills using MS Office, Google Suite, TeamViewer and Salesforce CRM or equivalents.
* Customer focused approach.
* Must have minimum 'O' level/GCSE Maths and English.
Preferred Skills
* Sound knowledge of electrical, electronic and mechanical systems including ADAS.
* Automotive City and Guilds or NVQ qualification and/or IMI/ATA Qualified (Grade 2+)
* Mechanical or Body shop environment preferably "hands on".
Permanent role based in Dunstable
Response Personnel, an independently owned company and experts in recruitment since 1997.
Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, IT/Telecoms, Industrial, Driving, Construction and Technical sectors.
For information on other roles we have available please call (phone number removed) for further details.
INDCNC