Technical Support Engineer

Job Description

Technical Support Engineer

INEOS Automotive – Built For More

Story so far

Since we started our journey to build a no nonsense 4X4, we’ve come a long way. We’ve established INEOS Automotive as a serious contender in 4X4 development and manufacturing. We’ve partnered with some of the biggest names in the automotive industry. We’ve made our way from vision to prototype. We’ve secured a world-class production facility and delivery team. We’ve delivered Grenadiers to customers all around the world. We’re building our double cab pick up, the Quartermaster.

People and Culture

Easy never changed anything. Not in manufacturing, science, engineering or energy – and certainly not elite sport. At INEOS we tackle every challenge head-on, and we help extraordinary athletes achieve extraordinary things. When it comes to making positive change, we know nothing gets done without grit, rigour and humour. Our Automotive team consist of around 1500 employees, 10 locations and 44 nationalities, we’re an international team working together to challenge the ordinary.

If this sounds like you, let’s talk.

The Technical Support Engineer is working closely with the wider commercial team Europe, INEOS Grenadier retailers and customers in Europe and working alongside the regional Aftersales team and 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. 

Responsibilities include (but are not limited to):

• This role will ensure that the Customer remains at the centre of all the aspects required.
• Undertake field visits to retailers & customers, support press & special events in Europe national, often with short notice and in accordance with internal processes, action an appropriate response within SLA’s.
• 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 & 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.
• 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 & 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 Senior Manager Aftersales Europe and Technical Service Engineering team and ensure the root cause is corrected in engineering via an appropriate process and permanent corrective action is undertaken.

What we are looking for: 

• Significant (8-10yrs) Aftersales & 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 & Aftersales disciplines (around 15)
• 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 & 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 skills
• IT skills are essential.
• Travel, both national and international will be required, often at short notice.
• Languages preferred: GERMAN, ENGLISCH, FRENCH, SPANISCH, ITALIAN