Vehicle Support Engineer - West

INEOS Automotive•Irvine, CA

About The Position

Working closely with the wider Regional Team, INEOS Grenadier Retailers, Customers in Region and Global technical team, the Technical Support Engineer will be responsible for day to day vehicle support, from a Technical Service Engineering perspective, whilst ensuring the vehicle uptime remains the key focus partners are enabled to support customers in the very best way. Working with external partners and several internal partners and stakeholders, the position will be vital in ensuring customer brand confidence is maintained whilst also identifying process improvement opportunities. Responsibilities include (but are not limited to): This role will ensure that the Customer remains at the centre of all the aspects required. This role will be critical in ensuring Grenadier customers, both internal and external have both a route of communication for their concerns and confidence that a resolution will be forthcoming, and that they are not going to be forgotten. We will need to be people of our word, and we will operate a strong ‘Can do – Will do’ culture. The role requires a very strong technical knowledge & appreciation of Automotive engineering & manufacturing processes and disciplines, as well as a keen awareness of customer focused solutions within an aftersales environment. Strong customer focus will be key in this new and developing role to ensure key objectives with customers, workshop partners and product quality are achieved. 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. Develop a good working relationship with the assembly plant in Hambach. Analysis of root cause issues to identify opportunities to enhance quality whilst reducing claims and repairs in close collaboration with technical services team. Liaison with 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. Assisting 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 ‘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. Offering 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. To 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 optimise current capability and make provision for future proving 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, report to 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.

Requirements

Significant (8-10yrs) Aftersales and 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 and Aftersales disciplines.
Strong diagnostic and analysis skills and be ability 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 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 skill
IT skills are essential.
Travel with assigned region will be frequent

Responsibilities

Ensure that the Customer remains at the centre of all the aspects required.
Ensure Grenadier customers, both internal and external have both a route of communication for their concerns and confidence that a resolution will be forthcoming, and that they are not going to be forgotten.
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. Develop a good working relationship with the assembly plant in Hambach.
Analysis of root cause issues to identify opportunities to enhance quality whilst reducing claims and repairs in close collaboration with technical services team.
Liaison with 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.
Assisting 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 ‘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.
Offering 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.
To 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 optimise current capability and make provision for future proving
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, report to 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.