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  • Job reference: RMS0206522

Aftersales Technical Support Manager

  • Sector: Automotive
  • Location: London
  • Job type: Permanent
  • Date posted: 15/02/2019
  • Duration: permanent
  • Time left:
    d h m s
    (29/03/19)
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The Role:
The Aftersales Technical Manager will be the Technical support services and delivery of technical support across several international markets.

Working with key stakeholders to ensure a strong technical back up and exceptional customer service is prevalent throughout the department. Key liaison with both field support teams and central based engineering functions, you will maintain full responsibility for technical understanding across the aftersales function.

* Drive technical best practice across the organisation
* Evaluate new technical tools and diagnostic solutions, whilst making recommendations to ensure we have the correct solutions in place
* Direct liaison with vehicle manufacturing engineers to ensure correct serviceability and maintenance of vehicle is both available and straight forward
* Ability to manage technical issues in conjunction with all relevant departments
* Author and maintain Technical quality reports and management as directed
* Instigate, oversee and record aftersales enhancement training recommendations

* Work closely with key stakeholders to identify the best practice and methods for improvement
* Provides Management reporting as required
* Ensures all technical policies and procedures are in place to direct workshops to operate to a consistent standard
* Identifies technical training requirements and ascertain with Learning and Development department how these needs are subsequently met
* Leads the delivery of Technical support to other departments to ensure that all potential departmental technical dependencies are understood and considered before any changes are applied to operational systems or processes
* Ensure technical service bulletins and technical updates are current within the specified communications channel, ensuring technical, manufacturer, legislation or compliance changes are reflected
* Ensures provision of direct technical support to maintain strongly focussed customer experience
* Protects and enhances customer relationships by addressing technical queries, solving problems and handling complaints in a courteous, constructive and timely manner
* Ensures robust forecasting and corrective action processes are in place
* Acts as figure head / senior company representative in significant customer and supplier discussions
* Ensures appropriate legal, compliance and ethical obligations are met and exceeded
* Provides Management reporting as required
* Responsible for ensuring delivery of key Company objectives and goals.
* Role requires a very strong technical knowledge and keen awareness of customer focussed solutions within an aftersales environment.
* Must be fully conversant with the trends and future developments within the vehicle technology arena and be able to bring these to life demonstrating the benefits to both our customers and organisation.
*

The Company:
Our Client is one of the world's biggest manufacturing companies, and in a new departure, they are now seeking to add world-class Automotive expertise to support the manufacture of a new, uncompromising 4x4 coming to market by the end of 2020. The creation of this new 4x4 will honour the spirit of traditional rugged off-roading, whilst offering a step change in build quality and reliability and meeting the safety and environmental considerations of the present day - a significant challenge, and

Essential Skills / Qualifications:
* Engineering or appropriate degree and recognisable technical qualifications
* Significant (8-10yrs) broad-based business experience, which could include vehicle manufacturer experience.

Knowledge & Skills

* Senior Management experience in a technical customer focussed environment
* Strong focus on customer satisfaction
* Engineering (national or International) management experience
* Ability to analyse changing markets and technical environment
* Able to Direct, Motivate and Coach a successful team focussed upon delivering a consistent high standard of performance
* Ability to understand the technical requirements of the business and apply a solution for the overall benefit of the business
* Ability to support field-based customers and teams with technical solutions
* Controlling and supporting publication of technical documents
* IT literate
* Understanding fleet support requirements
* Strong communication skills
* Able to deliver against pre-determined targets

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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