EV Field Service Engineer

Job Type:
Job reference:
27 days ago

Due to expansion, a new and exciting opportunity has risen within one of the most exciting EV companies globally for a Field Service Engineer/Technician with a patch covering the West Midlands and up in to the North of England.

The Aftersales Field Engineer is responsible for ensuring that the level of service offered to Customers in the UK supports the product quality objectives laid out by the organisation

  • Providing Authorised Repairers and fleet customers with service support as part of a structured approach in resolving technical and customer related concerns via dealer visits / customer visits.
  • Support additional key areas of the aftersales department, and work hand-in-hand with Technical, Training, Parts, Publications, and Warranty departments.

Main activities/tasks:

  • To manage Aftersales Fast Field Fix regionally in resolving product quality issues with regular meetings, at London HQto ensure effective resolution of issues.
  • Work closely with Quality / Current Engineering and Technical - Manage cases to find solutions to customer / Dealer issues with the team.
  • To ensure that the field technical information produced from the field is consolidated into an appropriate database. Inputs from field include Technical and FPR (Field Product Reports)
  • To analyse and provide management reporting of field issues and other sources of technical / quality issues.
  • To support the Head of Aftersales, to prioritise the resolution of issues which are not fixed in the field with the assistance of Warranty & Technical
  • Where an issue cannot be resolved (e.g. design / manufacturing / new technical issue / intermittent issue), this is reported back to the Engineering Director for total quality improvement, and ensure priority is given to a resolution.
  • Managing repairers and providing technical support as part of a structured approach in resolving technical and customer related concerns.
  • Support Customer Service objectives, by providing dealer on site 'flying doctor' technical support
  • Ensure policies and procedures are adhered to. This role will also be developing these policies and adding to the Aftersales Process library.
  • To liaise with Customer and Dealer Technical Helpdesks, Technical Engineers and Product Development Staff.
  • Problem resolution with Dealers and customers

The succesful candidate for this role will have.

  • Minimum of 5 years' experience in automotive or an engineering customer product related industry - Within retail or OEM
  • Commercial vehicle Technical and mechanical background
  • Experience in working within the motor industry, covering vehicle repair, diagnosis and customer handling.
  • Mechanical and EV knowledge within an OEM
  • Holder of IMI Level 4 award in diagnosis testing and repair of electric/hybrid vehicles and components or willing to obtain qualification immediately

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