Vehicle Support Engineer - West

INEOS Automotive•Irvine, CA

8d•Hybrid

About The Position

The Vehicle Support Engineer will be responsible for day-to-day vehicle support from a Technical Service Engineering perspective, ensuring vehicle uptime remains the key focus. This role involves working closely with the wider Regional Team, INEOS Grenadier Retailers, Customers in Region, and the Global Technical Team. The position is vital in maintaining customer brand confidence and identifying process improvement opportunities by working with external and internal partners. The role will also collaborate closely with the head office technical function and technicians to review repairs, offer direct assistance, compile technical reports, coach, educate, and develop internal teams and the service network. The Vehicle Support Engineer will act as an ambassador to grow the capability and standing of the department within INEOS Automotive.

Requirements

Significant (8-10yrs) Aftersales and Technical service engineering-based business experience, which could include vehicle manufacturer or wider motor trade experience.
Recognizable technical qualification or experience-based equivalent.
Broad experience, in many, if not all Automotive Technical Service Engineering and Aftersales disciplines.
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 and Aftersales tools, diagnostic equipment & strategies for best practice.
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.
Travel with assigned region will be frequent.

Responsibilities

Ensure the customer remains at the centre of all required aspects.
Work closely with the Aftersales team and the Technical Service Engineering team to implement processes and structures across inter-divisional and wider INEOS Automotive teams.
Undertake field visits to retailers and customers, support press/special events in region, often with short notice and in accordance with internal processes.
Undertake INEOS plant visits when required and develop a good working relationship with the assembly plant in Hambach.
Analyze root cause issues to identify opportunities to enhance quality whilst reducing claims and repairs in close collaboration with the technical services team.
Liaise with the head office 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.
Assist workshops with the efficient process of repair with a ‘fix once, fix first’ approach.
Contribute to team meetings and reviews and undertake critiques to enhance performance.
Take part in operational reviews with the wider Aftersales team, bi-annually, and offer a ‘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 direct support to non-INEOS repairers both from partner networks and independents.
Offer fleet support to Fleet Managers and Fleet operators and deal directly with fleet customers.
Work extremely closely with the aftersales team and wider business in technical, parts and warranty process issues, to ensure continuous improvement remains central to the role.
Review Technical Service publications, training & support documents and packages, and highlight areas of improvement or enhancement as necessary.
Participate in technical reviews for Diagnostic equipment & reports and operational equipment & Tooling systems to optimize current capability and make provision for future proving.
Participate in developing ongoing vehicle product requirements from an early doors perspective, ensuring the customers concerns are understood at the concept & design stages.
Participate in both short and long-term service fix development, report to the Regional Head of Customer Service and Technical Service Engineering team and ensure the root cause is corrected in 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.