Technician Specialist - Fleet & Commercial Vehicles - Dunton, Essex
Location
Basildon, Essex | United Kingdom
Job description
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TECHNICIAN SPECIALIST - Fleet & Commercial Vehicles
Start Date: ASAP
Salary: Up to £32,000 – plus annual bonus & fantastic company benefits
Hybrid Working - 2 days office and 3 days remote.
Full Time Permanent (37.5 hours pw – Monday to Friday)
Free Onsite Parking and Onsite Restaurant
IT equipment provided.
TO APPLY FOR THIS ROLE YOU MUST BE A QUALIFIED MECHANIC/TECHNICIAN OR HAVE PROVEN EXPERIENCE WORKING FOR A MOTOR MANUFACTURER.
At Percepta, we bring first-class service across each market we support . As a Hub Technical Specialist in Dunton, Essex , you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
What You’ll Be Doing
The Hub Technical Specialist is responsible for assisting Customer Contact Centre Agents and Dealers with automotive technical expertise, customer support, and reviewing high value claims for technical approval or advice. Supporting customer concerns and providing a high quality, responsive and consistent service to colleagues, dealers and customers to promote positive customer experience and expedite repairs.
During a Typical Day, You’ll
- Act as technical liaison for the CRC teams
- Review requests for technical escalation or review from the CRC teams
- Act as liaison between Dealership Service Manager and Technicians; Field Service Engineers and Customer
- Communicate with CX Specialists on tech issues, updates, and resolutions.
- Determine when appropriate for a Field Engineer to become involved in technical resolution and make requests as necessary.
- Provide CRC case history in discussions with Technical Services.
- Assist CX team with an understanding of what the technical issues are and pro-active action or advice on how best to proceed.
- Attend Team Managers, and CRC Team meetings to discuss general and specific technical cases/issues.
- Pro-actively strive to increase the Technical Knowledge of the CRC teams by working with the Learning and Development Team and the CRC Team Managers to deliver training.
- Proactively reduce the volume of technical requests and TrackLites in the CRC by improving the team’s knowledge level.
- Attend weekly technical meeting with the relevant market technical teams to discuss all open CRC technical cases.
- Update all open technical trackers within the CRC so that the technical updates/ actions are available.
- Update the weekly technical report that is produced from the weekly technical meeting and send out to the required distribution list.
- Produce Weekly / Monthly Technical Bulletins for the CRC
- Progress CRC technical cases in liaison with the technical services team
- Visit our client’s site PTS, Fdealer, for relevant technical information.
- Use company systems to check customer and vehicle data including Atlas, AWS.
- Agree action plan with customer and dealer management.
- Liaise with dealer during repair period.
- Regularly review our client’s website, Dealer Portal, Auto team and our client’s magazines, and other references to stay abreast of latest developments.
- Attend other Technical and Client meetings as required.
- Work effectively and co-operate with colleagues and other internal departments.
- Provide customer feedback as required.
- Communicate any operational, process or system problems to Line Manager.
- Adhere to company policies and procedures and follow all health and safety rules and regulations.
- Follow all Health & Safety rules and regulations.
What You Bring to the Role
- A proven experience working for a motor manufacturer or our client’s franchised dealer with a technical/mechanical background essential.
- Experience working with/for our client’s Motor Company advantageous.
- An associate or bachelor’s degree or equivalent work-related experience.
What You Can Expect
- 22 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays.
- Life Assurance 4 x annual salary,
- Contributory pension scheme,
- Private medical
- Comprehensive travel insurance for you and family in line with Scheme rules
- Discounts on brand new vehicles
- Employee Assistance Program (EAP).
- Free eye test with money towards new glasses
About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breathe, and play by them every day . As a Percepta team member, you can expect:
- Culture of Service – to be treated like you are the customer from day on.
- Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions.
- Respect – a team that is accountable, dependable and gives you their full attention.
- Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.
You can also expect.
- Career Growth – lots of learning opportunities for aspiring minds
- Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!
- Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
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