Mobile Technical Support Engineer - MEAI

What You'll Do

• ‒Take ownership of reported technical issues and lead through to resolution via the Technical Request system, using targeted questioning to quickly identify the root cause and ensure that a repair plan is in place
• ‒Research, diagnose, and identify solutions to resolve complex technical issues via Technical Request, utilising the Aftersales workshop or Retailer visits (globally) as required
• ‒Provide field support for McLaren Retailer and client concern resolution globally, providing prompt and accurate feedback to customers on occasion
• ‒Ensure recalls and campaigns are carried out by all Retailers as required
• ‒Create McLaren Knowledge Articles to ensure best practice is shared
• ‒Collate and provide relevant data and information to support improvement of vehicle quality and first-time fix repair rates
• ‒Create and report on quality notification (QN) reports to ensure continuous vehicle quality improvements
• ‒Maintain and champion a “Customer First” mindset, working cross functionally to ensure that VOR time is kept to an absolute minimum
• ‒Accurately report open case status to your colleagues at daily huddles and weekly open case reviews to ensure all appropriate repair steps are considered
• ‒Lead technical presentations and seminars at regional locations to technicians, ensuring best practice is shared leading to a high technical capability in the network
• ‒Prioritise and manage multiple complex open cases at one time
• ‒Guide the Serviceability, Diagnostics and Technical Documentation teams with feedback on process and systems improvements when required
• Carry out any other appropriate work relevant to the role as required

What You'll Bring

• Previous experience in the Automotive sector either within a technical support role or prestige vehicle dealership (5 years minimum)
• ‒A formal technical or engineering based qualification, Master Technician status or suitable experience may be considered in lieu
• ‒Demonstrate the ability to diagnose and troubleshoot complex technical issues
• ‒Excellent problem-solving and communication skills
• ‒Ability to provide step-by-step technical help, both written and verbally to technicians whose first language may not be English
• ‒IMI recognised training in hybrid/electric vehicle systems essential
• ‒Advanced computer skills – Microsoft Office suite
• ‒Proven technical experience and knowledge of;
  • oVehicle Electrical Systems (CAN / BUS / ODB and Diagnostic Systems)
  • oVehicle Operating Systems
  • oHigh Voltage Vehicle Systems
  • oEngine Management (Petrol Engines)
  • oAir Conditioning and Climate Control
  • oElectronically Controlled Transmissions
  • oOccupant Safety Systems
  • oAnti-lock Braking Brake Systems
  • oElectronic Stability Systems
  • oAdaptive Damping Systems/Active Body Control Electronic Diagnosis Vehicle Security Systems

Personal attributes:

• ‒Tenacious customer focus at all times with the ability to deliver customer centric solutions
• ‒The ability to plan, prioritise and deliver workloads on time
• ‒Professional spoken and face to face communication skills
• ‒Professional personal presentation
• ‒Flexible and adaptable
• ‒Self-motivated and self-disciplined
• ‒Must have a positive, ‘can-do’ attitude and work calmly under pressure
• ‒Personal goal to strive for perfection and develop within the team
• ‒Willingness to travel in-line with business requirements
• ‒All employees must ensure compliance with the Company Health and Safety Policy, and all relevant other statutory Health and Safety legislation