Details:
- Job Type: Permanent
- Job Status: Full-Time
- Location: Coventry West Midlands (County)
- Date: 4 days ago
Description:
We are looking for Technical Support Specialists to join our Technical Assistance team. This role is at the heart of vehicle problem resolution, supporting repairers and service partners to diagnose and resolve technical incidents quickly, accurately, and cost-effectively.
You will be the first line of expert technical support, ensuring that customer vehicle issues are resolved at the lowest possible cost and within agreed service lead times, while maintaining exceptional technical and customer service standards.
Key Responsibilities
* Act as part of the Technical Assistance process, supporting repairers with vehicle technical incidents
* Accurately understand, analyse, and identify vehicle problems
* Verify that repairers have applied all recommended diagnostic and repair steps
* Advise corrective actions and provide technical solutions where known
* Ensure full case traceability using PAMIR
* Respect and monitor technical assistance SLAs and lead times
* Manage an average workload of 10 tickets per day, ensuring timely resolution
* Communicate clearly and professionally with all stakeholders
What You’ll Bring
Technical Experience
* Proven experience in vehicle diagnostics or automotive aftersales
* Strong understanding of complex vehicle systems and components
* Experience with software updates and defect troubleshooting
* Ability to document, summarize, and explain technical issues clearly
Behavioural Skills
* Highly organised and results-driven
* Strong focus on customer satisfaction and cost control
* Clear and confident spoken and written communication
* Comfortable working in a fast-paced, case-driven environment