Technical Support Engineer

OverviewBe part of the Aftersales Technical helpdesk team (AMTech), providing technical support and assistance to the Aston Martin worldwide dealer network, with the objective of:

Reducing workshop diagnosis and vehicle downtime

Eliminating the need for repeat visits to the dealer

Assist in achieving a Right First Time fix

Instrumental in reducing warranty costs with regard to effective utilisation of replacement parts and labour

Liaising with Quality, Product Development and Manufacturing

Assist in reducing ownership costs in service with regard to spare parts and labour expenditure

Endeavour to achieve Best in Class technical service and provide excellent customer satisfaction

Responsibilities

Assist franchised dealer technicians and AM Regional Service staff with technical enquiries on all current and past models, to discuss and recommend diagnostic routines and strategies to find root cause and achieve Right First Time fixes.

On a daily basis, action technical requests received via Spotlight (Guided Diagnostics system) to resolve diagnostic vehicle cases raised. Interpret and qualify content, where necessary contacting the submitting Dealer Technician to review data to enhance understanding and improve the quality of submitted information and to provide diagnostic guidance to dealer technicians.

Assist dealers in updating software on vehicles through advising dealer technicians or establishing remote diagnostic connection to the vehicle.

Provide technical authority to dealer network for the replacement of high value parts to ensure warranty costs control.

Build excellent working relationships within After Sales, Problem Definition team and all relevant internal and regional departments to facilitate the development and maintenance of high quality technical knowledge and feedback on field issues. Where required, liaise with Client Services to ensure critical customer cases are provided with the correct prioritization of technical resolution.

Make recommendations to Technical Publications with regard to the technical content of the listed publications, to constantly evolve and improve: Workshop Manual; Parts Manual; Owners'' Guides; Service Literature; Repair Operation Times/Man-Hour Schedules and Fault Codes; Accessory Fitting Instructions. To provide excellent diagnostic support for our Regional Offices and Global Dealer Network who operate across different time zones, flexibility in this role is expected to support the helpdesk team in covering extended opening hours between 06:00 and 18:00 GMT on weekdays. The individual working pattern will be agreed with the successful candidate as part of the application process.

The ideal person will be self-motivated, organised, with a high attention to detail and dedication to consistently producing excellent quality work on time and on budget.

Qualifications and Experience

Extensive servicing, maintenance procedures and diagnostic experience

In-depth understanding of the Automotive sector

Computer and IT Literate

Automotive, electronics or equivalent education

Excellent written and verbal communication skills

A full clean driving license

Skills

(remote) Flashing and coding vehicle software

Diagnosing vehicles using AMDS, EvO Diag or similar OBD diagnostic equipment

Analysing vehicle log files incl DTC, Part number read, Mode 2,6 and 9 data

Ability to use interpret diagrams

Knowledge of CAN, LIN and Flexray protocols

Knowledge of using PicoScope or similar scope for vehicle diagnostics

Experience with High Voltage (EV or Hybrid vehicles) is preferred

The post holder will be required to comply with all policies and procedures issued by and on behalf of Aston Martin Lagonda ..... full job details .....