Automotive Technical Support Engineer

Direct Line Group; Glasgow; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading automotive service provider in the UK seeks an Automotive Technical Support Engineer. The role involves providing real-time technical support to internal and external customers while enhancing roadside repair rates. Required qualifications include an NVQ level 3, along with experience in automotive repair. The position offers a hybrid work model and a variety of benefits, including a pension scheme and employee discounts.

Benefits

9% employer contributed pension

50% off home and motor insurance

Health and Dental insurance options

EV car scheme

Employee discounts and cashback

Qualifications

• Relevant NVQ level 3 or above qualification is essential.
• Motor experience in Repair & Diagnostics is essential.

Responsibilities

• Provide real time technical support to customers via phone.
• Assist Roadside Technicians with technical queries.
• Lead design of technical information accessible to technicians.

Skills

Automotive Repair & Diagnosing

Real-time Technical Support

Customer Communication

Education

NVQ Level 3 or above

Tools

Technical Information Databases

Job description

Overview

DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. At Green Flag, we understand that breakdowns can turn a good day into a stressful one. By joining our team you’ll be an integral part of our expanding services — the backbone if you will — and enjoy a career with endless variety and a genuine sense of fulfilment. It’s Miles Better.

The Role

As an Automotive Technical Support Engineer, you will provide real time automotive technical support to a host of internal and external customers reducing cost to serve by driving repair rate capability by:

• Driving the success of Phone Fix in the Rescue Service Delivery Contact Centres
• Driving UK wide improvements in Roadside Repair rate with roadside technicians working on behalf of Green Flag.
• Supporting Green Flag patrols with real time technical support and advice.

Hours: 35 hours per week based in Leeds or Glasgow or Birmingham

Qualifications

• A relevant NVQ level 3 or above qualification is essential
• Motor experience in Repair & Diagnostics is essential

Responsibilities

• Operate as an integral part of the Green Flag Phone Fix process answering demand from the Rescue Service Delivery Contact Centre Advisor population in Leeds and Glasgow, connecting to customers in identified Phone Fix incidents, providing real time over the phone diagnostic questioning and appropriate advice to the customer and Advisor.
• Be the first point of call for all Roadside Technicians requiring automotive technical assistance to lead and aid in the swift resolution of vehicle faults through the use of automotive technical information and databases combined with extensive automotive mechanical and electrical diagnostic and repair experience and knowledge.
• As a technical information author, lead the design and development of a technical information platform which can be accessed both internally by ATSE’s and externally by Roadside Technicians in a read and write capacity.
• Provide both validation and governance in the assessment of technical information received from Roadside Technicians ahead of publishing on the Technical Information Platform.
• Assist the Service Delivery Contact Centre management teams in the development and roll out of vehicle awareness training modules and experiences.
• Work autonomously and with minimal supervision to ensure world class Automotive Technical Support to internal and external customers and strive through a continuous improvement approach to develop a Green Flag Technical Centre of excellence.

Ways of Working

Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you. Read our flexible working approach

Benefits

We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

• 9% employer contributed pension
• 50% off home, motor and pet insurance and also free Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
• Buy as you earn share scheme
• Employee discounts and cashback
• Plus many more