Technical Support Engineer ( Automotive)

About The Role

RAC has an exciting opportunity for a Technical Support Engineer (Automotive)to help provide technical support across all divisions within the business.

Salary £30,000 - £33,000

Benefits and rewards

• FREE Ultimate breakdown cover for you and your household worth up to £500
• Flexible benefits you can tailor to suit you
• Free European Breakdown coverincluding7 days car hireto continue your journey
• Amazing employee benefitsincluding additional discounts on big brands, hotel stays and days out
• Access to a broad range of career progression opportunities and industry leading training
• 24-hour colleague assistance programme
• Company life assurance linked to pension
• Access to MyFlex our flexible benefits site providing numerous benefits including health and wellbeing

Through their various responsibilities, a Technical Support Engineer will help to reduce operating costs and increase efficiencies by helping to efficiently repair more vehicles at the roadside as well as supporting operational requirements relating to single resource resolution.

The role will see you working alongside the current team of technical engineers based at our head office in Bescot (West Midlands).

Technical Support Engineers provide technical information and support via a telephone hotline and internal messaging system The role covers a varying number of shifts from 7am – 9pm across 364 days a year. Weekly Hours will average out to 40 hours each week across the year. The role will also require you to assist in the monitoring of live breakdowns nationwide making technical decisions based on a case-by-case basis get the best outcome for the customer and the business

Role Purpose

• Increasing roadside patrol repair and resolution rates through utilising expert technical advice and in-depth technical resources, ensuring that RAC patrols are only deployed to complete a successful repair or to successfully resolve attended breakdowns, reducing the need for an additional resource to complete the breakdown.

• Increasing patrol efficiency through providing dynamic diagnostic support leading to a quicker conclusion, resulting in the ability to provide service to more of our customers each day.

• Helping customers to resolve simple issues over the phone without the need for attendance onsite, resulting in more RAC patrols attending to our customers each day.

• Ensuring that our customers receive the correct level of service in relation to the right resource in the first instance, preventing multiple resource attendances and reduced waiting times.

• Responsible for gathering and sharing technical information across the wider RAC estate ensuring that the RAC remain up to date with current technology.

• Responsible for upskilling colleagues in terms of technical knowledge via calls in from breakdown assistance centre.

• Providing support to colleagues across the business relating to policy and technical queries

Experience

• The successful candidate will have a high level of motor vehicle diagnosis and repair experience including the use and understanding of workshop diagnostic equipment and able to work in a high-pressured environment.

• They will possess a methodical diagnostic and problem-solving thought process and will be able to communicate effectively with both internal and external stakeholders to reach a positive outcome.

Qualifications

• Minimum NVQ level 3 motor vehicle engineering (Preferred master technician qualification)

• Level 3 EV Qualification (IMI Accreditation)

• Main Dealer Experience 5 Years Plus